Access Associate Senior - Emily Couric Cancer Center

Patient Focused Service Representative

This experienced patient focused service representative engages patients, families and referring providers throughout the patient care continuum through various forms of communication. Responsible and accountable for complex patient scheduling including record retrieval, follow up communication and any related tasks to ensure the patient is seen by the right provider at the right time with the right records. Serves as the point of contact for patients, referring providers and Health System departments requesting single, multiple, and coordinated appointments to ensure an optimal patient experience. Actively participates on issues resolution and process improvement. 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.
• Provides input on development, revision and implementation of work area procedures to ensure efficient operations and compliance with regulatory standards.
• 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 answers telephones, schedules, confirms appointments and maintains appointment and procedure schedules.
• Registers patients, takes payments and provides receipts.
• 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.
• 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.
• Abstracts appropriate health data into EMR
• Takes ownership of resolving scheduling conflicts for patients and communicates with care team and management.
• Utilizes electronic medical record functionality (e.g., InBasket, telephone encounters, prescription requests, pools, letters, and documentation only) per department process guidelines. Documentation should be complete and accurate.
• Collaborates with appropriate Clinic Triad team (Medical Director, Access and Clinic Managers) to review requested schedule changes to ensure they meet clinic needs.
• Creates patient no show and cancellation letters according to office policy. Calls to reschedule as appropriate.
• Accurately completes daily attendance in the scheduling system to ensure high quality and reliable data capture
• Achieves expected metric targets applicable to scheduling and registration

Scheduling :

Registration, Check-In and Check-out :

Customer Service & Patient Experience :

Minimum Requirements :

Physical Demands :

Job requires sitting for prolonged periods; Repetitive motion : (computer and mouse use). Proficient communicative skill across spoken, writing domains, adequate auditory and visual skills; Attention to detail and ability to write legibly and compose messages clearly and concisely.

Position Compensation Range : $14.78 - $29.55 Hourly

Benefits :

UVA Health is a world-class Magnet Recognized academic medical center and health system with a level 1 trauma center. 2023-2024 U.S. News & World Report rates UVA Health University Medical Center as "High Performing" in 5 adult specialties and 14 conditions / procedures. We are one of 70 National Cancer Institute designated cancer centers. UVA Health Children's is named by 2023-2024 U.S. News & World Report as the best children's hospital in Virginia with 9 specialties ranked among the best in the nation. Our footprint also encompasses 3 community hospitals and an integrated network of primary and specialty care clinics throughout Charlottesville, Culpeper, Northern Virginia, and beyond.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Click here to read more about UVA's commitment to non-discrimination and equal opportunity employment.