Patient Access Representative II - UofL Health

University 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.

• 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.

MINIMUM 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