Access Associate or Senior Access Associate - UVA Primary Care Locust Grove

About the role

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.

Responsibilities

• 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.
• Ensures scheduling and registration metrics are met.
• Completes registration elements, including the Medicare Secondary Payor Questionnaire (MSPQ), scans of long-term signatures (LTS) and insurance cards, Advanced Beneficiary Notices (ABNs), waivers, and financial screenings are completed when indicated and promptly.
• 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. Provides school/work excuses as appropriate.
• Serves as a role model for the ASPIRE values while maintaining and expanding patient relationships. Prioritizes tasks to meet customer needs. 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.

Requirements

• Education: High School Graduate or Equivalent.
• Customer service experience preferred.
• Experience: Preferred not required.
• Licensure: None required.

Qualifications

• Minimum Requirements (Access Associate): High School Graduate or Equivalent required. Associates degree preferred.
• Minimum Requirements (Senior Access Associate): High School Graduate or Equivalent required. Associates degree preferred. 2 years’ relevant experience required.

Skills

• Proficient communicative, auditory and visual skills;
• Attention to detail and ability to write legibly;
• Ability to lift/push/pull 20 - 50lbs.

Benefits

Not specified.

Pay

The pay range for this role is $17.31 - $26.83 hourly. Individual compensation will be determined by the selected candidate's qualifications, previous work experience, and/or education.

Schedule

Not specified.