Patient Access Representative III

7 days ago


Louisville, Kentucky, United States UofL Health Full time
Job Summary

The Patient Access Representative III is a key member of the UofL Health team, responsible for communicating with patients and physicians in a timely and professional manner. As a first point of contact for all VIP patients and providers, this role handles urgent referrals, web appointment requests, and schedules patient appointments according to clinic operating standards.

Responsibilities
  • Provide exceptional customer service to patients and physicians, answering incoming calls and responding to inquiries in a timely and professional manner.
  • Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups, ensuring accurate and efficient scheduling.
  • Review incoming website appointment requests and handle them in a concierge-style manner, acting as a single point of contact for patients in scheduling appointments across the organization.
  • Accurately schedule patient appointments in accordance with physician templates and guidelines using access center technologies.
  • Monitor guided schedule documents to ensure up-to-date scheduling compliance.
  • Determine appropriate physicians for all non-directed referrals.
  • Reschedule patients using proper functions.
  • Field non-clinical patient questions or transfer to appropriate clinical parties.
  • Set patient expectations for their visit, ensuring an excellent patient experience.
  • Call patients to reschedule appointments when clinics are cancelled.
  • Use Allscripts, Centricity Business, online paging systems, and retrieve information from other hospital systems.
  • Treat all matters confidentially concerning patient information according to HIPAA guidelines.
  • Adhere to group productivity and quality metrics.
Qualifications
  • High School Diploma or Equivalent required.
  • Knowledgeable of Microsoft Excel.
  • Excellent customer service skills required.
  • Proficient written and verbal communication required.
  • A minimum of 2 years experience scheduling for multiple physician practices required, or experience working as a Patient Access Representative II in two or more assigned specialty groups.
Knowledge, Skills, and Abilities
  • Successful completion of all required training.
  • Must be dependable, professional, and a team player.
  • Excellent organizational and communications skills and ability to work independently.
  • Ability to adhere to deadlines.
  • Seeking energetic, motivated candidates.
Working Conditions
  • Call center/office environment with regular sitting at a desk with the use of a computer and telephone.
Job Requirements
  • Candidates upon hire will complete an electronic I-9 verification.
  • Only those candidates whose experience best meets our requirements will be contacted.
  • University of Louisville Physicians is an Equal Opportunity Employer.
  • Current UofL Physicians employees must follow the UofL Physicians Internal Transfer Policy.


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