Access Associate or Senior Access Associate - UVA Augusta Pediatrics

Job Summary

Offering a competitive sign on bonus to the hired candidate. Please discuss with the hiring manager or recruiter for more 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. They will 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.

The role engages the patient/family in keeping them updated on various aspects of their visit.

• 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.
  • Ensures 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. Ensures documents are appropriate and correctly labeled.
  • Works 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, 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 including 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.
• 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 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‑outs patients following their appointments, schedules follow‑up and specialty appointments as appropriate.
  • Updates, prints, and provides 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…