Primary Location:

Med Center One

Address:

501 E. Broadway
Louisville, KY 40202


Shift:

First Shift (United States of America)

Job Description Summary:

UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehab Institute and 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.

Job Description:

The Access Center 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 patients and providers, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards. The Access Center Representative III will be responsible for 4-6 specialties, over 6 locations and over 20 clinical providers.

Essential Functions:

• Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
• Schedule new, return, and referring provider appointments within multiple groups
• Manage Referral work queues for multiple service lines while meeting service goals
• 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
• Utilize registration and scheduling systems proficiently
• Treat all matters confidentially concerning patient information according to HIPAA guidelines.
• Adhere to group productivity and quality metrics

Shift Requirements:

Shift Length (in hours): 8

# Shifts/Week: 5

Overtime Required: ☐ Infrequently     ☒ Sometimes    ☐ Often     ☐ n/a (exempt position)

Other Functions:

• Maintain compliance with all company policies, procedures and standards of conduct.
• Comply with HIPAA privacy and security requirements to maintain confidentiality at all times.
• Performs other duties as assigned.

Additional Job Description:

Education:

•  High School Diploma or Equivalent required
• Excellent customer service skills required

Experience:

• Two years of experience scheduling for multiple physician practices required or experience working as a Patient Access Representative II in two or more assigned specialty groups.
• Excellent customer service skills required