Access Lead

Access Associate

This experienced Access Associate is a lead position in their department that reports to the department supervisor. This position is a patient focused representative that engages patients / families and providers at various aspects of the patient care continuum through various forms of communication. Responsible and accountable for complex patient scheduling including medical record retrieval, OR scheduling, follow up communication and any related tasks to ensure the patient is seen by the right provider at the right time with the correct records. Serves as a critical part of the care coordination team and point of contact for all patients, referring physicians, the community, and other UVA Health departments requesting single or multiple appointments. Actively participates in conflict resolution. Mastered the skills needed to communicate accurate information to patients, family members, providers, and other members of the care team and provides excellent customer service in person or on the phone.

Demonstrates working knowledge of UVA Health services and policies.

Responsible for daily provider template management such as but not limited to creating appointment time slots or changing dates to unavailable, opening previously unavailable templates, etc.

Educates and trains new hires through a standard on-boarding program to ensure a consistent competency and proficiency level of new hires within the assigned specialty.

Participates in process improvement efforts in scheduling functions such as but not limited to, referral management, internal, incoming, and external, work queue management, etc.

Guides team members in workflows and assists in making daily task assignments.

First point of contact for issue resolution and escalates to supervisor as needed.

Proactively monitors and escalates concerns or uncertainties related to the departments or team and suggest possible resolutions and escalate as needed to leadership.

Assists with operations over multiple specialties and / or locations.

Proficient in OR scheduling.

Efficiently works assigned Epic work queues and work lists such as missing registration items.

Coordinates multiple appointments and strives to coordinate on the same day including procedure scheduling.

Cross-trained across specialties to provide coverage as needed.

Serves as a preceptor for elbow-to-elbow training as assigned by leadership.

Coaching on Access, EPIC and Customer Service skills when appropriate.

Cadence super user.

Supports the supervisor and any access related delegated tasks.

Interacts with patients and families professionally and serves as first point of contact to resolve patient inquiries while providing the highest level of customer service.

Understands the benefits of MyChart and routinely educates patients on the use of the MyChart patient portal.

Responsible for quality checking patient access activities including but not limited to phone calls and patient registrations to ensure compliance with UVA Health policies and procedures.

Protects and maintains privacy, confidentiality and safety in all interactions with patients, family members and other UVA Health team members.

Demonstrates excellent customer service; responsiveness, empathy and willingness to assess and respond to individual patient needs 100% of the time.

Demonstrates flexibility and willingness to collaborate closely with internal departments to ensure patient satisfaction.

Committed to meeting and exceeding the needs of our customers and consistently adhere to Customer Service standards.

Demonstrates expected behaviors applicable to UVA Health scheduling and registration system and unit policies procedures and guidelines.

Demonstrates engagement in the work team and goals of the unit.

Knowledgeable of the job description, performance expectations and competency assessment.

Committed to modeling behavior to meet and exceed the needs of our customers and consistently adhere to Customer Service standards.

Utilizes available technology to ensure maximum schedule and resource utilization in addition to patient and provider satisfaction.

Successfully completes mandatory education and training.

In addition to the above job responsibilities, other duties may be assigned.

Front Desk Specific :

Greets patients, families and the community at the front desk.

Performs verification functions to include but not limited to demographics, insurance and emergency contacts.

Obtain patient photos to identify patients for clinical and security purposes and to facilitate the patient / provider relationship.

Check in / out, patient registration and document collections.

Performs visit document activities accurately and timely such as arrival status.

Uses the Department Appointments Report (DAR) to ensure clinic operations run efficiently.

Demonstrates proficient knowledge in front desk functions.

Scheduling Center Specific :

Documents each call and / or request completely and accurately.

Advocates for patients and / or families while coordinating multi-visit appointments.

Maintains proficiency in managing Epic In Basket and the use of Smart Phrases.

Demonstrates proficient knowledge in referral management in both insurance referrals and appointment requests.

Minimum Requirements

Education : High School Diploma required. Associate's degree strongly preferred.

Experience : 2 years of healthcare experience or 4 years related experience preferred. Access Associates demonstrating a high level of proficiency will be considered in lieu of the experience requirements. Combination of experience and proficiency accepted.

Licensure : CHAA or Certified Revenue Cycle Representative (CRCR) by HFMA required within 18 months of Hire date.

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 : $19.88 - $30.81 Hourly

Benefits

Comprehensive Benefits Package : Medical, Dental, and Vision Insurance

Paid Time Off, Long-term and Short-term Disability, Retirement Savings

Health Saving Plans, and Flexible Spending Accounts

Certification and education support

Generous Paid Time Off