Access Associate Senior, Wage

Overview This experienced patient focused service representative engages 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. Scheduling 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 plan. Advocates for patients while coordinating support services as needed to ensure a smooth patient and family experience. Investigates problems with complex scheduling cases, documents findings in complete and understandable manner. Coordinates appointments and works with Pre Arrival Unit to ensure authorization 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 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. 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. Research and update insurance carrier requirements as necessary. Correctly identifies referring provider. Liaison with health care team about complex patient scheduling needs. 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. Communicates to patients what payments are due at the time of service, explains the risk of ‘going out of network’ for services. Supports patients and families by connecting them with Financial Services Coordinators. Obtains waiver before service when an insurance referral has been denied. Prints medication lists and gives them to the patient/family for review during check-in. Promptly and accurately updates patient tracking system. Checks out patients following their appointments and 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. Ensures communication with patient is in the patient’s preferred language. Describes individual role and accepts personal responsibility for how it affects and enhances the work of the group and impact to Patient Experience. Minimum Requirements Education: High School Graduate or Equivalent required. Associates degree preferred. Experience: 2 years relevant experience required. Access Associate fully cross-trained to cover multiple specialties will be considered in lieu of the 2 years relevant experience. Licensure: None required. Physical Demands Job requires sitting for prolonged periods; repetitive motion (computer and mouse use). Proficient communicative skill across spoken and written domains; adequate auditory and visual skills; attention to detail and ability to write legibly and compose messages clearly and concisely. The starting base rate for this role is $19.50 hourly. Individual compensation will be determined by the selected candidate's qualifications, previous work experience, and/or education. UVA Health is a world-class Magnet Recognized academic medical center and health system with a level 1 trauma center. 2023-2024 U.S. News & World Report “Best Hospitals” guide rates UVA Health University Medical Center as “High Performing” in 5 adult specialties and 14 conditions/procedures. We are one of 70 National Cancer Institute designated cancer centers. UVA Health Children’s is named by 2023-2024 U.S. News & World Report as the best children's hospital in Virginia with 9 specialties ranked among the best in the nation. Our footprint also encompasses 3 community hospitals and an integrated network of primary and specialty care clinics throughout Charlottesville, Culpeper, Northern Virginia, and beyond. 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. #J-18808-Ljbffr