Senior Access Associate - Ambulatory Float Pool; Charlottesville, Louisa and Lake Monticello area)

Offering a competitive sign on bonus to the hired candidate.

Are you someone who enjoys variety, thrives in a fast-paced healthcare environment, and loves being the person a team can count on?

University Physicians Group is seeking a full-time Float Senior Access Associate to support our primary care and specialty clinics in the Charlottesville, Lake Monticello and Louisa areas.

This position offers a consistent Monday-Friday schedule from 8:00 AM to 5:00 PM, with typically no evenings, weekends, or holidays required.

This unique role offers the opportunity to work directly with patients and clinic teams in person, while also using your expertise to provide remote network support when and where it is needed most. The ideal candidate is dependable, adaptable, and takes initiative in a fast-paced healthcare environment. The successful candidate will become a versatile member of the Access team supporting a variety of providers and care teams across multiple clinic locations and adapting to different workflows.

If you enjoy helping patients navigate their healthcare journey, thrive in a collaborative environment, and are passionate about the work you deliver, we encourage you to apply.

General

Summary:

Senior Access Associates engage patients, families and referring providers throughout the patient care continuum through various forms of communication. Responsible and accountable for complex patient scheduling including record retrieval, follow up communication and any related tasks to ensure the patient is seen by the right provider at the right time with the right records. Serves as the point of contact for patients, referring providers and Health System departments requesting single, multiple, and coordinated appointments to ensure an optimal patient experience.

Actively participates on issues resolution and process improvement. 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.

• 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 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 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.
• 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.
• Abstracts appropriate health data into EMR
• Takes ownership of resolving scheduling conflicts for patients and communicates with 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 should be complete and accurate.
• Collaborates with appropriate 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

• Responsible for scheduling multi-specialty and multi-disciplinary patient appointments in defined timeframe accurately and efficiently.
• Understands the characteristics and complexity of the patient population and criteria for scheduling…