Outpatient Access Rep III

Responsibilities

• Coordinates activities of Outpatient Access employees.
• Acts as a resource to staff performing those functions in a clinic setting.
• Makes sure all functions are completed accurately, efficiently, and in a customer-friendly way.
• Covers all staff training activities.
• Aids the clinic supervisor or manager in various operational support tasks, which may include leading duties like performance evaluations and improving staff performance.
• Assists with being the front office eRecord superuser, assists with workflow design and implementation, and supports referral coordination, prior authorizations, and main provider support.
• Supports staff in making decisions and adapting to technology and systems used.
• Trains and coordinates the duties of Outpatient Access employees and less experienced support staff.

Requirements

• High school diploma required.
• Two years of experience in an administrative or customer service capacity required.
• Equivalent combination of education and experience may be considered.
• Knowledge of medical terminology is required.

Qualifications

Essential Functions:

• Greets patients to initiate a positive experience, requests patient identification, verifies patient information, identifies healthcare provider, identifies referring provider, directs patients to next destination, obtains signatures as needed, identifies and assesses patients' special needs, monitors reception area to ensure patient needs are met.

  Reception:

  • Ensures cleanliness and order in the waiting room/lobby.
  • Protects patients' Personal Health Information (PHI) as required by HIPAA regulations.

  Registration:

  • Collects patient demographic and financial information in an efficient, customer-oriented manner.
  • Enters information into the electronic medical record.
  • Completes appropriate check-in forms.
  • Takes on specialized functions as assigned, including Human Resources, Prior Authorizations, Referral Coordinator, or Direct Provider Support.

  Scheduling:

  • Works with leadership and clinic representatives to maintain clinic schedules.
  • Instructs appointment scheduling staff regarding schedule changes.
  • Reviews management reports and actual schedules, reports trends affecting the schedules, and recommends changes to improve patient flow.
  • Identifies, implements, and monitors operational changes to improve clinic functioning, in conjunction with the supervisor and other clinic staff.
  • Updates and creates new policies and procedures.

  Training:

  • Coordinates activities for staff training, both internally and externally to the department.
  • Schedules training through education services and eRecord for newly hired staff.
  • Creates schedule for new staff to learn clinic functions.
  • Maintains staff compliance with in-services/competency achievement.
  • Develops programs for further education for staff.
  • Works with supervisor to enhance education and interdisciplinary work on the unit.
  • Works on special projects as assigned.

  eRecord and Performance Analysis:

  • Reviews dashboard for front-end staff compliance to enterprise metrics daily.
  • Follows up with providers to reconcile discrepancies and provides recommendations to the supervisor for updates to workflows.
  • Manages multiple processes in eRecord, including messaging in eRecord In Basket and referral work queue processing.

  Customer and staff interaction:

  • Serves as a role model for excellent customer service to patients and their families, providers, and staff.
  • Serves as a point person for handling complaints, initiates service recovery activities, and acts as front-line troubleshooter and problem solver.
  • Partners with the Clinic/Practice Manager to implement activities with staff to improve office culture and employee engagement.

  Skills

  Customer relations skills are preferred.

  Benefits

  N/A

  Pay

  $19.08 - $25.77

  Schedule

  M-T-F: 7:30am- 6pm, Sat: 7:30am-5pm