Job Description

Primary Location:

Med Center I - W Market - ULP - AMG

Address:

515 W Market Street
Louisville, KY 40202

Shift:

First Shift (United States of America)

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.

The Patient Access Representative I is responsible for communicating with patients and physicians in a timely and professional manner. 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 Partner I is responsible for up to 2 specialty offices, up to 4 locations and up to10 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 assigned group
• 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)

Additional Job Description:

• 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.

High school diploma or GED/ equivalent (required)

• Individuals between the ages of 16 and 18 may be employed on a temporary basis in positions not prohibited and for hours not to exceed those prescribed by the Department of Labor and the Commonwealth of Kentucky and who are on the path to earning a high school diploma or GED (see Employment of Minors policy)

Experience:

• Two years of scheduling in a multi-specialty clinic, preferred