UofL Physicians

  • Patient Access Representative II

    Job Locations US-KY-Louisville
    Job ID
    # of Openings
    Call Center
    Access Center - Patient Access
  • Overview

    The Patient Connect Specialist II 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, the representative will create a positive impression for UofL Physicians while scheduling patient appointments according to clinic operating standards.

    JOB RESPONSIBILITIES                                              

    • Answer all incoming calls with exceptional customer service with a focus on compassionate patient centered care
    • 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
    • Schedule new, return, internal employee, and referring provider VIP appointments within multiple groups
    • 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
    • Other duties as assigned.


    • High School Diploma or Equivalent required
    • Knowledgeable of Microsoft Excel
    • Successful completion of all required training
    • Excellent customer service skills required
    • Excellent written and verbal communication required
    • A minimum of 2 years’ experience scheduling for multiple physician practices
      • OR experience working as a Patient Access Representative I in two or more assigned specialty groups


    • Proactive - anticipates and plans for problems before they arise
    • Service Excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information
    • Organized – manages time effectively, keeps tasks appropriately prioritized
    • Flexible – ability to change directions as needed for the good of the department or organization
    • Critical Thinking – ability to think through issues and identify appropriate options
    • Work Ethics – motivated, diligent, industrious and persistent in the workplace, stays on tasks to completion, works at a fast pace to ensure optimal efficiency
    • Interpersonal – can build effective, strong working relationships with employees, colleagues, management, consultants, and media through trust, communication, and credibility
    • Team – ability to work with others, serve others, help others, lead others, mentor others, take directions from others in the interest of moving process and programs forward to the desired outcome
    • Self-Awareness – ability to reflect, understand limitations, and seek appropriate assistance and guidance
    • Judgment – exercises discretion and due diligence when making decisions and recommendations
    • Quality – is able to perform work in a neat, efficient, well-coordinated, well communicated manner with a high degree of accuracy and professionalism


    • Call center/office environment with regular sitting at a desk with the use of a computer and telephone


    • Candidates upon hire will complete an electronic I-9 verification
    • Only those candidates whose experience best meets our requirements will be contacted
    • Current UofL Physicians employees must follow the UofL Physicians Internal Transfer Policy


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