As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

226 Main St E, Suite 106, Rochester, New York, United States of America, 14604

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

920760 EIOH Downtown

Work Shift:

UR - Day (United States of America)

Range:

UR URCC 204 H

Compensation Range:

$19.08 - $25.77

Responsibilities:

Performs functions associated with patient information processing for dental visits. Completes the tasks of reception, registration, charge reconciliation, appointment scheduling, telephone encounter management, processing of referrals and pre-determination of benefits, and medical and dental insurance verification. Assures patient satisfaction with information processing and reception service. Requires accuracy in order to generate a billable service for the provider. Responsible for functions being completed in an accurate, efficient, and customer friendly manner. May be a resource to new staff. Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions. May train new or less experienced support staff.

JOB DUTIES AND RESPONSIBILITIES:

• Reception: Greets patients to initiate positive experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, obtains signatures as needed (e.g., for insurance forms), identifies and assesses patients' special needs (e.g., interpreters), monitors reception area to assure patient needs are met. Updates patients regarding waiting time for the provider every 15 minutes. Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations. Assures cleanliness and order in the waiting room/lobby.
• Customer interaction: 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.
• Registration: Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account. Enters information into the electronic medical record and patient access and revenue cycle system. Requests patient e-mail address for confirmation purposes. Assures completion of all appropriate forms by patients, such as, Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity.
• Appointment Scheduling: Schedules new and return visits using the electronic medical record, monitors schedules and reports problems to Supervisor, pre-registers patients for next visit, coordinates appointments for ancillary testing or referrals to other clinic sites, follows-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient's needs (e.g., transportation), assures patient satisfaction with visit prior to discharge from the area. Prints After Visit Summary at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient. Collect patient payments, prepare end of day deposits and reconcile any discrepancies.
• Telephone Management: Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
• Insurance Management: Initiates insurance preauthorization, verification, and/or service authorization in advance of treatment through review of dental insurance benefits and requirements. Maintains working knowledge of various insurance policies and regulations.
• Referrals: Processes all internal and external referrals, prioritizing referrals based on department policies. Employs tracking mechanism to ensure referral approvals and appointments are obtained in a timely manner

QUALIFICATIONS:

• High School diploma required.
• 1 year of related work experience in an administrative office or customer service field required or an equivalent combination of education and experience;
• Medical terminology experience preferred.
• Demonstrated ability to word process documents and enter data into a database preferred.
• Demonstrated skills related to achievement of customer satisfaction preferred.
• Demonstrates the ICARE values to patient, families and staff preferred.
• Ability to act as a resource to less experienced staff preferred.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.