Patient Access Representative I, Med Center I, 8a-430p

Address: 515 W Market Street, Louisville, KY 40202

About the Role

UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehab Institute and Brown Cancer Center. With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofL Health is focused on delivering patient-centered care.

The Patient Access Representative I is responsible for communicating with patients, physicians and clinical staff in a timely and professional manner. As a first point of contact, the person will create a positive impression for UofL Health while scheduling patient appointments according to clinic operating standards.

Responsibilities

• Answers all incoming calls with exceptional customer service with a focus on compassionate patient-centered care
• Accurately schedules and reschedules new, return, and referring provider appointments within assigned group or warmly transfers to level II agents
• Effectively utilizes physicians’ template and guidelines using access center technologies
• Determines appropriate physicians for all non-directed referrals
• Fields non-clinical and clinical patient questions or transfers to appropriate clinical parties
• Sets patient’s expectations for their visit ensuring an excellent patient experience
• Calls patients to reschedule appointments when clinic is cancelled
• Retrieves relevant information by effectively using current clinic/hospital software (e.g. Allscripts, Centricity Business), online paging systems and other clinic/hospital systems
• Regularly monitors guided schedule documents to ensure up-to-date scheduling compliance
• Adheres to group productivity and quality metrics
• Maintains compliance with all company policies, procedures and standards of conduct
• Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
• Performs other duties as assigned

Requirements

• High school diploma or GED/Equivalent (required)
• Two (2) years of scheduling in a multi-specialty clinic (preferred)

Schedule

• Shift Length: Set 8-hour shift between the hours of 8am – 5pm as determined by management
• 5 shifts per week
• Overtime: Infrequently required