Access Associate - Outpatient Therapy Services
- Employer
- University of Virginia
- Location
- Charlottesville, Virginia, United States of America
View more categoriesView less categories
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
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.
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:
- Obtains, load and verify required demographic and insurance information and loads or verifies for each appointment scheduled.
- Performs verification functions. Obtains two patient identifiers consistently. Verifies patient legal name including spelling before creating a new MRN.
- 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. Research and update insurance carrier requirements as necessary. Correctly identify referring provider.
- Registration, Check-In and Check-out:
- Completes all registration elements, including the Medicare Secondary Payor Questionnaire (MSPQ), scanning 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.
- Customer Service & Patient Experience:
- 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.
- In addition to the above job responsibilities, other duties may be assigned.
Position Compensation Range: The pay range for this role is $15.68 - $24.30 hourly. Individual compensation will be determined by the selected candidate's qualifications, previous work experience, and/or education.
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.
The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA’s commitment to non-discrimination and equal opportunity employment.
Organization
In 1819, the University of Virginia established a new model for intellectual exchange and cross-disciplinary collaboration in higher education. Two hundred years later, as a major research institution, we continue to challenge conventions, lead with ingenuity and advance knowledge for the common good.
What began as an innovative idea has become one of the nation’s leading public research universities, with over 21,000 undergraduate, graduate and professional students. UVA also has over 3,000 full-time faculty offering more than 400 degrees.
Each of the University’s eleven schools has its own distinctive mission, working together to garner consistently high rankings—including #2 Best Value Public College (Princeton Review, 2016), #3 Public University in the Nation (U.S. News & World Report, 2016), and #3 Best Value Among Public Colleges (Kiplinger’s, 2016).
As we invest in and strengthen our research capabilities, UVA seeks new faculty ready to uncover new insights, rewrite old rules and collaborate on intellectual discoveries.
RESEARCH COLLABORATIONS THAT CROSS DISCIPLINES
As an R1 institution, the University’s research centers, consortia and laboratories are on the leading edge of discovery and technology, offering collaborative spaces for students and faculty to solve global problems.
Our professors are recognized members of major national scholarly and professional organizations, including the National Academy of Sciences and the American Academy of Arts and Sciences. Our faculty’s engagement in interdisciplinary research is being facilitated by new research institutes specializing in everything from big data to brain functioning, and by cluster hires across schools.
NATIONALLY RANKED HEALTH SYSTEM
UVA is also home to a nationally renowned academic medical center and the UVA Health System, which serves a three-part mission to treat patients, conduct translational research and train medical practitioners in a wide variety of disciplines.
Established as the nation’s 10th medical school in 1825, the institution has since grown to include a 612-bed hospital and a Level I trauma center, nationally recognized cancer and heart centers, a Children’s Hospital, and primary and specialty clinics throughout Central Virginia.
The UVA Medical Center is consistently ranked among the nation’s best hospitals by the U.S. News & World Report magazine and has been named among the top 25 percent in seven specialties.
INSPIRING STUDENTS, INSPIRED TEACHING
The vast majority of UVA students come from the top 10% of their high school class, as well as from all 50 states, over 142 countries and a variety of socioeconomic backgrounds. Despite their diversity, all UVA students share a love of learning and a drive to achieve.
One of the reasons students choose Virginia is our unique residential culture. At UVA, the community of students, faculty and staff personifies the Jeffersonian idea that living and learning are connected. The Academical Village was constructed to support a unique residential experience, with faculty living in the Pavilions, students occupying Lawn rooms and the world-famous Rotunda at its heart. The University’s residential culture continues to support this experience today—strengthened by students, faculty and staff rich in backgrounds, ideas and perspectives. Our unique culture is also paying dividends in innovation: UVA’s faculty have generated more than 130 patents since 2010.
Perhaps most importantly, faculty come to UVA knowing that instruction is as important as research, and they pride themselves on their many teaching awards. Our best professors look for ways to encourage, mentor and develop tomorrow’s leaders inside and outside the classroom.
LIFE IN CHARLOTTESVILLE
Living in Charlottesville you’ll find sophisticated restaurants, world-renowned wineries and breweries, cosmopolitan arts and music, friendly urban and suburban neighborhoods and a Piedmont landscape that has lured adventurous souls for centuries. No wonder the U.S. National Bureau of Economic Research named Charlottesville the “happiest city in America” in 2014.
In addition to UVA and its health system, several major employers have facilities in Charlottesville, including State Farm, Northrop Grumman, the U.S. Department of Defense, GE and others. Charlottesville is also becoming a center for innovative start-up businesses. The University also actively helps spouses and partners of faculty members build their networks and pursue employment opportunities with a wide variety of area employers.
The University of Virginia is an Equal Opportunity Employer. All interested persons are encouraged to apply including veterans and individuals with disabilities.
- Telephone
- 434-985-4532
- Location
-
2420 Old Ivy
Charlottesvle
Virginia
22911-7433
United States
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