Access Associate - PFA Oncology - Contact Center

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 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
• Navigate 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:
  • 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: $15.68 - $24.30 Hourly

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. Click here to read more about UVA’s commitment to non-discrimination and equal opportunity employment.