Full Time 37.5 hours Grade 007 UR Medicine Urgent Care Schedule 8:30AM-9PM; WKENDS/HOL Responsibilities Position Summary: In addition to Outpatient Access Associate (OAA) duties, coordinates functions associated with patient information processing for urgent care visits and acts as a resource to staff performing those functions. Monitors and assures that all functions are completed in an accurate, efficient, and customer friendly manner. Is proficient at use of Flowcast and eRecord systems and is a resource to new staff. Typical Duties: Performs duties of Outpatient Access Associate as required by departmental needs. Achieves and maintains proficiency in provision of excellent customer service, accuracy of data, and efficiency of work, including insurance verifications, registration of patients and ensuring efficient communication with clinical staff. Performance analysis: Coordinates daily efforts to edit and correct registration and billing errors, accuracy in completing daily patient log and accurate cash and system close out at the end of shift. Training: Provides training to other clerical staff on all aspects of department-specific work including orientation to registration, charge entry, and customer service under the direction of the practice manager. Attends educational programs as directed by the practice manager. Patient Call Back Program: Participates in patient call back program. Responsible for calling 50% of previous patient visits following steps in eRecord. Customer interaction: Opens a telephone encounter in eRecord when patients have clinical questions, assesses the urgency of a situation and determines the appropriate routing for the patient; serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver. Provide a positive patient experience while patient is in waiting room. Offer items for comfort and assistance (ice packs, bandages, blankets, water, coffee, etc.). Other duties: Provides support for the urgent care activities including monitoring inventory of supplies, supply ordering and maintenance clinic services (escorting patients, witnessing consent signatures, etc.). May assist with clinical tasks related to escorting patients to rooms and opening the encounter in eRecord. Maintaining workplace neatness. Assisting clinical staff with receiving supplies, stocking, etc. Qualifications High School diploma and 2.5 years related work experience; or an equivalent combination of education and experience. Medical terminology experience required. Demonstrated ability to word process documents and enter data into a database. Demonstrated skills related to achievement of customer satisfaction. Demonstrates the ICARE values to patient, families and staff. Ability to act as a resource to less experienced staff.
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