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

Primary Location:
Med Center I - W Market - ULP - AMG
Address:
515 W Market Street
Louisville, KY 40202

Shift:
First Shift (United States of America)
Job Description Summary:
The Patient Access Representative III is responsible for communicating with patients and physicians in a timely and professional manner both verbally and electronically. As a first point of contact for all VIP patients and providers, handling urgent referrals, as well as all web appointment requests, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards.

Job Description:

- Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care

- Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups

- Review incoming website appointment requests and handle in a concierge style manner by acting as one point of contact for our patients in scheduling appointments across the organization in a timely manner

- Accurately schedule patient appointments in accordance with physicians’ template and guidelines using access center technologies

- Regularly 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’s expectations for their visit ensuring an excellent patient experience

- Call patients to reschedule appointment when clinic is cancelled

- Use Allscripts, Centricity Business, online paging systems as well as retrieve information from other hospital systems

- Treat all matters confidentially concerning patient information according to HIPAA guidelines.

- Adhere 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

A note on required work experience:
For internal promotions, equivalent experience as a Patient Access Representative II in 2+ assigned specialty groups will substitute for the work requirement.

Additional Job Description: