Access Associate or Senior Access Associate -UVA Pediatrics Culpeper-6

Access Associate Or Senior Access Associate - UVA Pediatrics Culpeper

Culpeper, Virginia, United States, 22701

University of Virginia

This patient focused role is responsible and accountable for various aspects of the patient access experience including but not limited to answering patient and referring provider calls; appointment scheduling; and visit registration. Team members will address the various needs of the patient and family either in person or on the phone. Provide patients with tools in both paper and electronic format, which are needed by the clinical and revenue cycle teams to ensure their experience at UPG is optimal. Engages the patient / family in keeping them updated on various aspects of their visit. Team Members are expected to follow Standard Operating Procedures based on role within the Call Center or in Clinic setting.

General Expectations :

• Identifies opportunities for improvement and communicates appropriately before problems arise whenever possible.
• Constantly and consistently evaluates processes, identifies opportunities for improvement and offers constructive ideas and solutions; actively participates in solutions and implementation.
• Maintains privacy during all interactions including check-in.
• Independently takes calls, schedules and registers patients.
• Completes requests for service and associated tasks following established timelines.
• Initiates contact with patient and family to ascertain scheduling preferences prior to finalizing appointment regardless of point of entry of the request.
• Answers telephones, screens calls, confirms appointments, and maintains appointment schedule
• Refers callers to appropriate individuals, and provides routine information following established procedures.
• Ensure patient communications are customer oriented, appropriate and professional. Documents should be professional in appearance and current.
• Requests and / or sends records to Health Information Management promptly. Ensure documents are appropriate and correctly labeled.
• Working with management and care team to help resolve scheduling conflicts and issues.
• Utilizes electronic medical record functionality (e.g., InBasket, telephone encounters, prescription requests, pools, letters, and documentation only) per department process guidelines.
• Creates patient no show and cancellation letters according to office policy. Calls to reschedule as appropriate.
• Achieves expected metric targets applicable to scheduling and registration

Scheduling :

Registration, Check-In and Check-Out :

Customer Service & Patient Experience :

Minimum Requirements (Access Associate) : Education : High School Graduate or Equivalent. Customer service experience preferred. Experience : Preferred not required. Licensure : None required.

Minimum Requirements (Senior Access Associate) : Education : High School Graduate or Equivalent required. Associates degree preferred. Experience : 2 years relevant experience required. Access Associate fully cross-trained to cover multiple specialties will be considered in lieu of the 2 years relevant experience. Licensure : None required.

Physical Demands : Job requires sitting for prolonged periods, frequently bending / stooping, reaching (overhead, extensive, repetitive) and repetitive motion : computer keyboard. Proficient communicative, auditory and visual skills; Attention to detail and ability to write legibly; Ability to lift / push / pull 20 - 50lbs.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities.