UVA Health
Access Associate or Senior Access Associate - UVA Health Primary Care Culpeper
UVA Health, Culpeper, Virginia, United States, 22701
Access Associate or Senior Access Associate - UVA Health Primary Care Culpeper
Offering a competitive sign on bonus to the hired candidate. 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 are expected to follow Standard Operating Procedures based on role within the Call Center or in Clinic setting. Depending on the team member assignment, all or some of the following responsibilities are included in job expectations. 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. Requests and/or sends records to Health Information Management promptly. Working with management and care team to help resolve scheduling conflicts and issues. Utilizes electronic medical record functionality per department process guidelines. Creates patient no show and cancellation letters according to office policy. Achieves expected metric targets applicable to scheduling and registration.
Scheduling:
Obtains, load and verify required demographic and insurance information and loads or verifies for each appointment scheduled. Performs verification functions. Maintain and demonstrate effective and accurate scheduling skills including following established processes. Ensure referrals are attached to appointments, and the appropriate insurance information is documented.
Registration, Check-In and Check-out:
Completes all registration elements. Prints medication lists and gives them to the patient/family for review during check-in. Promptly and accurately updates patient tracking system. Check out patients following their appointments, schedule follow-up and specialty appointments as appropriate. Update, print, and provide an after-visit summary (AVS) to patients.
Customer Service & Patient Experience:
Serves as a role model for the ASPIRE values while maintaining and expanding patient relationships. Demonstrates exceptional customer service both for in-person and telephone activities. Maintains a positive attitude when speaking with customers and internal and external service representatives. Optimizes listening skills to address customer requests and needs. Describes individual role and accepts personal responsibility for how it affects and enhances the work of the group and impact to Patient Experience.
MINIMUM REQUIREMENTS Education: High School Graduate or Equivalent required. Associate's degree preferred. Experience: 2 years relevant experience required. Licensure: None required. PHYSICAL DEMANDS Job requires sitting for prolonged periods, frequently bending/stooping, reaching and repetitive motion: computer keyboard. The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities.
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Offering a competitive sign on bonus to the hired candidate. 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 are expected to follow Standard Operating Procedures based on role within the Call Center or in Clinic setting. Depending on the team member assignment, all or some of the following responsibilities are included in job expectations. 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. Requests and/or sends records to Health Information Management promptly. Working with management and care team to help resolve scheduling conflicts and issues. Utilizes electronic medical record functionality per department process guidelines. Creates patient no show and cancellation letters according to office policy. Achieves expected metric targets applicable to scheduling and registration.
Scheduling:
Obtains, load and verify required demographic and insurance information and loads or verifies for each appointment scheduled. Performs verification functions. Maintain and demonstrate effective and accurate scheduling skills including following established processes. Ensure referrals are attached to appointments, and the appropriate insurance information is documented.
Registration, Check-In and Check-out:
Completes all registration elements. Prints medication lists and gives them to the patient/family for review during check-in. Promptly and accurately updates patient tracking system. Check out patients following their appointments, schedule follow-up and specialty appointments as appropriate. Update, print, and provide an after-visit summary (AVS) to patients.
Customer Service & Patient Experience:
Serves as a role model for the ASPIRE values while maintaining and expanding patient relationships. Demonstrates exceptional customer service both for in-person and telephone activities. Maintains a positive attitude when speaking with customers and internal and external service representatives. Optimizes listening skills to address customer requests and needs. Describes individual role and accepts personal responsibility for how it affects and enhances the work of the group and impact to Patient Experience.
MINIMUM REQUIREMENTS Education: High School Graduate or Equivalent required. Associate's degree preferred. Experience: 2 years relevant experience required. Licensure: None required. PHYSICAL DEMANDS Job requires sitting for prolonged periods, frequently bending/stooping, reaching and repetitive motion: computer keyboard. The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities.
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