Access Associate Senior - Emily Couric Cancer Center

This experienced patient‑focused service representative engages patients, families and referring providers throughout the patient care continuum through various forms of communication. The role is responsible for complex patient scheduling, record retrieval, follow‑up communication, and ensuring that the patient is seen by the right provider at the right time with the correct records. The representative serves as the primary point of contact for patients, referring providers, and Health System departments to coordinate single, multiple, and coordinated appointments to ensure an optimal patient experience, while actively participating in issue resolution and process improvement.

• General Expectations:
  • Identifies opportunities for improvement and communicates appropriately before problems arise whenever possible.
  • Provides input on development, revision and implementation of work area procedures to ensure efficient operations and compliance with regulatory standards.
  • Constantly evaluates processes, identifies opportunities for improvement, offers constructive ideas and solutions, and actively participates in solutions and implementation.
  • Maintains privacy during all interactions including check‑in.
  • Independently answers telephones, schedules, confirms appointments and maintains appointment and procedure schedules.
  • Registers patients, takes payments and provides receipts.
  • 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.
  • Refers callers to appropriate individuals and provides routine information following established procedures.
  • Ensures patient communications are customer‑oriented, appropriate and professional. Documentation should be professional in appearance and current.
  • Requests and/or sends records to Health Information Management promptly. Ensures documents are appropriate and correctly labeled.
  • Abstracts appropriate health data into EMR.
  • Takes ownership of resolving scheduling conflicts for patients and communicates with the care team and management.
  • Utilizes electronic medical record functionality (e.g., InBasket, telephone encounters, prescription requests, pools, letters, and documentation only) per department process guidelines. Documentation should be complete and accurate.
  • Collaborates with the Clinic Triad team (Medical Director, Access and Clinic Managers) to review requested schedule changes to ensure they meet clinic needs.
  • Creates patient no‑show and cancellation letters according to office policy. Calls to reschedule as appropriate.
  • Accurately completes daily attendance in the scheduling system to ensure high quality and reliable data capture.
  • Achieves expected metric targets applicable to scheduling and registration.
• Scheduling:
  • Responsible for scheduling multi‑specialty and multi‑disciplinary patient appointments within defined time frames accurately and efficiently.
  • Understands the characteristics and complexity of the patient population and criteria for scheduling plans.
  • Advocates for patients while coordinating support services as needed to ensure a smooth patient and family experience.
  • Investigates problems with complex scheduling cases and documents findings in a complete and understandable manner.
  • Coordinates appointments and works with Pre‑Arrival Unit to ensure authorization is in place for in‑ and out‑of‑network entities including hospital systems, specialty clinics, equipment suppliers and pharmacies.
  • Obtains, loads and verifies required demographic and insurance information for each appointment scheduled.
  • Performs verification functions. Obtains two patient identifiers consistently. Verifies patient legal name, including spelling, before creating a new MRN.
  • Maintains and demonstrates effective and accurate scheduling skills following established processes.
  • Ensures referrals are attached to appointments and the appropriate insurance information is documented. Researches and updates insurance carrier requirements as necessary. Correctly identifies referring provider.
  • Liaises with the…