UofL Health
Patient Access Representative II
UofL Health, Louisville, Kentucky, us, 40201
OverviewUniversity of Louisville Physicians is hiring for Patient Access.
Location: 515 W. Market Street, Louisville KY 40202
Shift Options: 1st shift
About Us
UofL Health is a fully integrated regional academic health system with seven hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehabilitation Institute and the 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 one mission: delivering patient-centered care to each and every patient each and every day.
Our Mission
As an academic health care system, we will transform the health of the communities we serve through compassionate, innovative, patient-centered care
Job Summary:
The Patient Access Representative II 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, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards.
ResponsibilitiesJOB RESPONSIBILITIES
Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
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
Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups
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
Other duties as assigned.
QualificationsMINIMUM EDUCATION & EXPERIENCE
High School Diploma or Equivalent required
Knowledgeable of Microsoft Excel
Successful completion of all required training
Excellent customer service skills required
Excellent written and verbal communication required
A minimum of 2 years’ experience scheduling for multiple physician practices
OR experience working as a Patient Access Representative I in two or more assigned specialty groups
KNOWLEDGE, SKILLS, & ABILITIES
Proactive - anticipates and plans for problems before they arise
Service Excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information
Organized – manages time effectively, keeps tasks appropriately prioritized
Flexible – ability to change directions as needed for the good of the department or organization
Critical Thinking – ability to think through issues and identify appropriate options
Work Ethics – motivated, diligent, industrious and persistent in the workplace, stays on tasks to completion, works at a fast pace to ensure optimal efficiency
Interpersonal – can build effective, strong working relationships with employees, colleagues, management, consultants, and media through trust, communication, and credibility
Team – ability to work with others, serve others, help others, lead others, mentor others, take directions from others in the interest of moving process and programs forward to the desired outcome
Self-Awareness – ability to reflect, understand limitations, and seek appropriate assistance and guidance
Judgment – exercises discretion and due diligence when making decisions and recommendations
Quality – is able to perform work in a neat, efficient, well-coordinated, well communicated manner with a high degree of accuracy and professionalism
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
Current UofL Physicians employees must follow the UofL Physicians Internal Transfer Policy
Location: 515 W. Market Street, Louisville KY 40202
Shift Options: 1st shift
About Us
UofL Health is a fully integrated regional academic health system with seven hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehabilitation Institute and the 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 one mission: delivering patient-centered care to each and every patient each and every day.
Our Mission
As an academic health care system, we will transform the health of the communities we serve through compassionate, innovative, patient-centered care
Job Summary:
The Patient Access Representative II 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, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards.
ResponsibilitiesJOB RESPONSIBILITIES
Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
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
Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups
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
Other duties as assigned.
QualificationsMINIMUM EDUCATION & EXPERIENCE
High School Diploma or Equivalent required
Knowledgeable of Microsoft Excel
Successful completion of all required training
Excellent customer service skills required
Excellent written and verbal communication required
A minimum of 2 years’ experience scheduling for multiple physician practices
OR experience working as a Patient Access Representative I in two or more assigned specialty groups
KNOWLEDGE, SKILLS, & ABILITIES
Proactive - anticipates and plans for problems before they arise
Service Excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information
Organized – manages time effectively, keeps tasks appropriately prioritized
Flexible – ability to change directions as needed for the good of the department or organization
Critical Thinking – ability to think through issues and identify appropriate options
Work Ethics – motivated, diligent, industrious and persistent in the workplace, stays on tasks to completion, works at a fast pace to ensure optimal efficiency
Interpersonal – can build effective, strong working relationships with employees, colleagues, management, consultants, and media through trust, communication, and credibility
Team – ability to work with others, serve others, help others, lead others, mentor others, take directions from others in the interest of moving process and programs forward to the desired outcome
Self-Awareness – ability to reflect, understand limitations, and seek appropriate assistance and guidance
Judgment – exercises discretion and due diligence when making decisions and recommendations
Quality – is able to perform work in a neat, efficient, well-coordinated, well communicated manner with a high degree of accuracy and professionalism
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
Current UofL Physicians employees must follow the UofL Physicians Internal Transfer Policy