Enables streamlined access to care and is an integral part of the team providing excellence, innovation, and superlative quality in the care of Invasive Cardiology patients. Responsible for creating and scheduling appointments, patient pre-registration, registration, insurance verification, coordination of benefits, and patient check-in/out. Serves as a critical part of the care coordination team, and works directly with patients, providers, and the clinical team to efficiently coordinate, schedule, and communicate surgical cases and procedures. Initiates the financial clearance process and advises patients regarding their financial liability including the need for co-payments, referral authorizations, and/or pre-service deposits. Provides exceptional customer service through interactions with a wide variety of individuals including patients, family members, providers, and other members of the care team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Locates order on the Depot and accurately schedules procedures in the Epic Cupid system.

a. Scrubs case order for accuracy and completeness. Ensures diagnoses and procedure match. Review all Cupid case data for errors and omissions.

b. Escalates case orders and issues back to ordering provider for any needed corrections.

c. Places and/or moves case on scheduler grid called the Snapboard to correspond with time/room requirements.

d. Provides case duration estimates. This involves comparing historical averages with surgeon estimates and taking into account room turnover time and other factors.

e. Ensures optimization of providers’ schedule by promptly moving patients up if there are cancellations.

f. Reschedules cases/procedures as needed and informs necessary parties about changes to schedule.

g. Schedules complex cases as needed.

2. Schedules appointments to the correct provider including all appropriate information and coordinates appointments on the same day when available.

a. Uses advanced knowledge of Access tools and workflows to serve as an integral part of the care coordination team.

b. Responsible for utilizing decision based tools to facilitate securing the right appointment with the right medical provider or team.

c. Schedules Pre-Op and Post-Op appointments within correct time frames and coordinates/confirms with patient.

d. Maintains competence in use of scheduling and web applications.

e. Appointments are made appropriately and correctly, including right patient, to right provider, right amount of time, right type of visit, right information, and using the right process.

f. Facilitates health care team discussions about complex patient scheduling needs. Responsible for scheduling multi-specialty patient appointments efficiently. Takes ownership for resolving scheduling conflicts and communicates with management team and care providers to resolve scheduling issues.

g. Requests and/or sends records to Health Information Services in a timely manner.

h. Obtains required insurance information and loads or verifies for each appointment scheduled.

i. Accurately completes required tasks and fields in pre-registration.

j. Investigates referring provider or patient concerns when complaints are brought forward.

3. Demonstrates the skills of effective communication, decision-making and organization to ensure efficient job performance and job success.

a. Educates patients on pre-procedure requirements and what to expect on the day of the procedure based on information provided by the clinical care team to increase understanding and alleviate anxiety. Appropriately escalates clinical questions. Refers patients to the Pre-Procedure Clinic as needed.

b. Communicates vital changes to the surgical/procedural schedule such as Add-on Same Day procedures using appropriate communication pathways to all impacted parties/

c. Daily work is accomplished with minimal direct supervision.

d. Work priorities are set in order to accomplish tasks/goals.

e. Confidential matters are handled appropriately.

f. Communication with department billing staff is accomplished in a timely manner to ensure accurate pre-certification/authorization information is aligned with accurate billing of services.

4. Provides high-level customer service to referring providers and referred patients.

a. Establishes initial contact with referring providers and referred patients by telephone.

b. Provides patients with an overview of the procedure process. Manages more complex patient calls, using appropriate customer service skills.

c. Ensures patients complete pre-procedure requirements prior to date of procedure.

d. Establishes positive relationships with referring providers, referred patients, and referring provider office staff.

6. Assists with operational patient flow as applicable; performs problem-solving.

a. Advocates for patients by helping them navigate through the system.

b. Directs and assists patients, families, and staff in accessing appropriate resources.

c. Develops tools to assess patient referral processes with respect to efficiency and customer service.

d. Performs all other related tasks which would facilitate the flow of patients through the process, or which would enhance the quality of service to patients.

e. Implements practice/procedural changes accurately and in a timely manner.

7. Maintains current working knowledge; adheres to Health System and departmental policies and procedures.

a. Verifies patient demographic and additional identifying information appropriately.

b. Required tasks and database information, not completed during intake, are accurately completed prior to forwarding case.

c. Exhibits a thorough working knowledge of scheduling and insurance practices.

8. Demonstrates an ability to work as a part of a collaborative team with considerable autonomy and with attention to detail.

9. Contributes to and assists with the professional development of others.

a. The education and development of others is fostered through precepting new employees and role modeling behavior.

b. Maintains a positive environment conducive to education of coworkers through precepting, mentoring, teaching, orienting, role modeling and team participation.

c. Annual mandatory training activities are completed within established timeframes.

10. In addition to the above job responsibilities, performs other duties as assigned.

Position Compensation Range: $18.01 - $27.92 Hourly

MINIMUM REQUIREMENTS

Education: High School Graduate or equivalent required, Associates Degree in a related field preferred.

Experience: Internal Candidates: Demonstrated proficiency in the duties of the Access Associate Senior role.

External Candidates: 3 years’ experience in a clinical setting (hospital, surgery center or ambulatory clinic) in an administrative or clinical role required.

License/Certification: None required. Certified Healthcare Access Associate (CHAA) preferred.

OTHER SKILLS:

• Proficient communication skills across spoken and written domains. Adequate auditory and visual skills.

• Attention to detail and ability to write legibly and compose messages clearly and concisely.

• Strong problem-solving skills.

• Required Computer Applications: MS Office (Word, Excel, and Outlook) and Epic.

• Must be able to understand and comply with policies and procedures.

Job requires sitting for prolonged periods; frequently bending/stooping, reaching (overhead, extensive, and repetitive: computer keyboard and mouse use). Attention to detail and ability to write legibly; Ability to lift/push/pull < 20lbs. May be exposed to chemicals, blood/body fluids and infectious disease.

GENERAL INFORMATION:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.