Access Associate - PFA Oncology - Contact Center

Access Associate - PFA Oncology - Contact Center

This patient focused role is responsible for various aspects of the patient access experience including 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 UVA is optimal. Engages the patient / family in keeping them updated on various aspects of their visit. This role fully supports the Contact Center during the entire shift.

Manages large volumes of inbound and outbound calls in a timely manner : always identifying self and clinic Provides assistance to patient and others contacting the clinic by telephone; may provide direct assistance, or take messages and direct calls to the appropriate party Updates any changes of patient's information in EHR Follow communication "scripts" when handling different scenarios Navigates through patients' chart in the EHR to locate appropriate information Simple scheduling Adheres to the service line Contact Center metric standards 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. 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 :

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

MINIMUM REQUIREMENTS

Education : High School Graduate or Equivalent. Customer service experience preferred. Experience : Preferred not required. 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. Position Compensation Range : $13.38 - $26.76 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 "Best Hospitals" guide 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.

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse workforce. Equal Opportunity Employer