Patient Access Representative III - ref. g41919903

Overview:

Location:515 W. Market Street, Louisville KY 40202

Shift Options: 1st shift

About Us

UofL Physicians academic providers are professors and researchers at the UofL School of Medicine, teaching tomorrow’s physicians, leading research in medical advancements and bringing the most progressive, state-of-the-art health care to every patient.

With more than 13,000 team members – physicians, surgeons, nurses, pharmacists and other highly-skilled health care professionals, UofL Health is focused on one mission: to transform the health of communities we serve through compassionate, innovative, patient-centered care.

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 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.

Responsibilities:

• 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
• Other duties as assigned.

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

• 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

• Call center/office environment with regular sitting at a desk with the use of a computer and telephone

• 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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