Patient Access Representative 3 Med Center I 830a-5p

**Primary Location:** ===================== Med Center I - W Market **Address:** ============ 515 W Market Street 3rd Floor 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:** =============================== **MINIMUM EDUCATION & EXPERIENCE** * 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 **KNOWLEDGE, SKILLS, & ABILITIES** * 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 **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 * University of Louisville Physicians is an Equal Opportunity Employer * Current UofL Physicians employees must follow the [UofL Physicians Internal Transfer Policy](http://my.ulp.org/sites/default/files/Internal%20Transfer%20Policy.docx)