Patient Access Representative III

3 days ago


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

The Patient Access Representative III is a key role in ensuring seamless communication between patients and physicians. As a first point of contact, this representative will create a positive impression for UofL Health while scheduling patient appointments according to clinic operating standards.

Responsibilities:
  • Exceptional Customer Service: Answer all incoming calls with a focus on compassionate patient-centered care.
  • Scheduling: Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups.
  • Web Appointment Requests: Review incoming website appointment requests and handle them in a concierge style manner by acting as one point of contact for patients in scheduling appointments across the organization.
  • Accurate Scheduling: Accurately schedule patient appointments in accordance with physicians' templates and guidelines using access center technologies.
  • Monitoring and Compliance: Regularly monitor guided schedule documents to ensure up-to-date scheduling compliance.
  • Referral Management: Determine appropriate physicians for all non-directed referrals.
  • Rescheduling: Reschedule patients using proper functions.
  • Non-Clinical Support: Field non-clinical patient questions or transfer to appropriate clinical parties.
  • Patient Expectations: Set patients' expectations for their visit ensuring an excellent patient experience.
  • Communication: Use Allscripts, Centricity Business, online paging systems, and retrieve information from other hospital systems.
  • Confidentiality: Treat all matters confidentially concerning patient information according to HIPAA guidelines.
  • Productivity and Quality: Adhere to group productivity and quality metrics.
Qualifications:
  • Education and Experience: High School Diploma or Equivalent required; a minimum of 2 years of experience scheduling for multiple physician practices required.
  • Skills and Abilities: Knowledgeable of Microsoft Excel; excellent customer service skills required; proficient written and verbal communication required.


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