Patient Access & Experience Manager

Job Code: AD2005

 

 ABOUT US

We are welcoming a new era in healthcare where achieving good health is just the beginning. At UVA Health Northern VA & Culpeper, we believe in caring for the whole person by getting to know – and making connections with – our patients. By combining the talent and expertise of our people, the breadth of capabilities across our system, and our commitment to helping our communities get better and stay healthy, we are improving the patient experience.

As a UVA Health Northern VA & Culpeper team member, you will have a voice in patient care decisions, support the most advanced medical technologies and feel a strong sense of satisfaction from making a difference in people’s lives every day.

 

JOB TYPE

Classification: Exempt

Supervises Positions: No

 

JOB SUMMARY

The UVA Community Health Medical Group Patient Access and Experience Manager is responsible for managing system and medical group initiatives to maximize patient access, meet access metrics, provide superior customer experience, optimize revenue cycle, and support clinic operations. The ideal candidate will have experience in analyzing data and implementing process improvements to ensure efficient and effective healthcare access for patients. The candidate will also have experience in developing and implementing patient-centered programs and initiatives that align with organizational goals and objectives to promote and enhance patient satisfaction, engagement, and loyalty. The role functions as the liaison to the Medical Center Ambulatory Operations Access team.  The role requires collaboration with UVACH MG clinical administrators and physician practice staff.  The Patient Access and Experience Manager will partner with MG Operations Directors and Clinical Administrators.  Along with the Director of Support Services, the Medical Group Patient Access and Experience Manager represents CH MG in access planning decision-making and Medical Group access performance and dissemination of information across all levels of the organization and different stakeholders.

Analyze patient access metrics to identify areas for improvement and develop strategies to address gaps in access. Collaborate with the Medical Center Ambulatory Operations Access team to ensure the implementation of network-wide access initiatives and maintain alignment with access standards. Collaborate with Clinic Operations to ensure smooth patient flow and efficient use of clinic resources. Develop and implement training programs to ensure staff are knowledgeable about access metrics, policies, and procedures. Utilize technology solutions to streamline access processes and improve patient experience. Monitor revenue cycle metrics related to healthcare access and make recommendations to improve efficiency and revenue capture. Collaborate with other departments and stakeholders to develop and implement initiatives that improve patient access and experience. Disseminate information and updates on access initiatives across all levels of the organization and different stakeholders. Ensure compliance with regulatory requirements related to healthcare access. Analyze patient feedback data to identify areas of improvement and create action plans to address those areas. Collaborate with clinical and non-clinical departments to ensure that patient-centered practices are consistently implemented across the organization. Conduct training sessions to educate staff on patient-centered practices and the importance of the patient experience.

 

Communication: Demonstrates effective interpersonal communications skills. 

Engages in active listening, asking questions when appropriate.   Delivers engaging, informative, well-organized presentations when requested.   Effectively uses various technology communication methods to keep stakeholders informed of progress of projects and/or issues.  Maintains good working relationships and rapport with project stakeholders, as well as internal and external clients and or vendors. 

Teamwork: Seeks opportunities to increase business satisfaction and deepen relationships. 

Improves team performance by mentoring, training, and motivating in order to facilitate cooperation. 

Professional Competency: Enhances professional competency through continuing education and researching of material internally or externally. 

Demonstrates strong organizational and time management skills.   Uses critical thinking to assist in decision making and issue resolution.  Updates professional skills by taking educational classes as needed. 

The incumbent may be asked to perform additional duties as assigned.

 

QUALIFICATIONS

Education: 4 Year/Bachelor’s Degree required in healthcare administration, business administration, or related field.

Experience: 5+ years of experience in healthcare access management, revenue cycle management, or related field.

Refer to the Life Support Training Policy for additional details.

Licensure: N/A

Additional Skills/Requirements Required:

Proficiency in using EPIC, or similar Electronic Health Record (EHR) systems, with a proven track record of leveraging technology to enhance patient access, engagement, and satisfaction.

Experience in change management, problem resolution, implementing process improvements and analyzing data related to healthcare access.

Knowledge of healthcare access metrics and industry best practices.

Strong analytical skills and ability to use data to drive decision-making.

Excellent communication and interpersonal skills, with the ability to disseminate information across all levels of the organization and different stakeholders.

Understanding of regulatory requirements related to healthcare access, such as HIPAA and CMS regulations.

 

Additional Skills/Requirements Preferred: 

 

PHYSICAL DEMANDS

Physical Demand Code: 3A, Administration

Work Function/Activity: Sedentary to Light Physical Demand

The job requires frequent sitting, standing, walking, and bending/stooping. Frequent repetitive body movements. Proficient communicative, auditory, and visual skills. Attention to detail and ability to write legibly. Ability to lift/push/pull up to 20 lbs. occasionally. This job description may not include all assigned duties, responsibilities, or aspects of the job described. It may be amended at any time at the sole discretion of UVA Health Northern VA & Culpeper.

 

OTHER

May require the use of safety equipment, such as HEPA mask, for infection prevention: Yes On call responsibilities as directed: No Ability to travel between campus buildings, remote facilities, and out of town as needed: Yes