Outpatient Access Representative III Job at University of Rochester (Rochester)

Outpatient Access Representative III

University of Rochester

Location:
United States of America , Rochester

Category:
Office Administration

Contract Type:
Not provided

Salary:

19.08 - 25.77 USD / Hour

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Job Description:

Coordinates activities of Outpatient Access employees. Acts as a resource to staff performing those functions in a clinic setting. Monitors and ensures that all functions are completed in an accurate, efficient, and customer friendly manner. Coordinates all staff training activities. Assists clinic leadership through various aspects of operational support, which may include assisting with lead duties such as personnel related matters, including performance evaluations, and developing plans for improvement in staff member's completion of assigned activities. Other duties may include being the front office eRecord superuser, assist with workflow design and implementation and serve as the front office expert supporting referral coordination, prior authorizations as well as be assigned as main provider support. Assists staff in complex decision making and adaptation to technology and systems used. Trains and coordinates the assignment and duties of Outpatient Access employees and those of less experienced support staff.

Job Responsibility:

Coordinates activities of Outpatient Access employees
Acts as a resource to staff performing functions in a clinic setting
Monitors and ensures all functions are completed accurately, efficiently, and in a customer friendly manner
Coordinates all staff training activities
Assists clinic leadership through various aspects of operational support
May assist with lead duties such as personnel related matters, including performance evaluations
May be the front office eRecord superuser
Assist with workflow design and implementation
Serve as the front office expert supporting referral coordination, prior authorizations
Be assigned as main provider support
Assists staff in complex decision making and adaptation to technology and systems used
Trains and coordinates the assignment and duties of Outpatient Access employees and less experienced support staff
Performs duties of Outpatient Access as required by departmental needs
Sets the standard for customer service, accuracy, and efficiency
May take on one or more specialized functions, as assigned, including Human Resources, Prior Authorizations, Referral Coordinator, or Direct Provider Support
Identifies, implements and monitors operational changes to improve clinic functioning
Updates and creates new policies and procedures
Incorporates new functions into the role as needed/approved
Coordinates activities for staff training, internal and external to department
Schedules training through education services and eRecord for newly hired staff
Creates schedule for new staff to learn clinic functions
Monitors staff compliance with in-services/competency achievement
Develops programs for further education for staff
Works with supervisor to enhance education and interdisciplinary work on the unit
Reviews dashboard for front-end staff compliance to enterprise metrics daily
Where appropriate, follows-up with providers to reconcile discrepancies, and provides recommendations to supervisor for updates to workflows
Serves as a role model for excellent customer service to patients and their families, providers and staff
Serves as a point person for handling complaints, initiates service recovery activities and acts as front-line troubleshooter and problem solver
Partners with the Clinic/Practice Manager to implement activities with staff to improve office culture and employee engagement
Works with faculty practice and clinic representatives to maintain clinic schedules, instructs appointment scheduling staff regarding schedule changes, and proactively reviews future schedules to identify problems
Reviews management reports and actual schedules, reports trends affecting the schedules and recommends changes to improve patient flow
Works on special projects as assigned
Interfaces with leaders from the registration insurance management department, enterprise training, patient financial services office and others as required of role

Requirements:

High School diploma and 2 years' experience in an administrative capacity or customer service field required
Medical terminology experience required
Demonstrated customer relations skills preferred

Additional Information:

Job Posted:
February 21, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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