Access Quality and Standards Coach - Patient Friendly Access (PFA)

UVA Health System • Newcomb Hall, VA

236d • $45,656 - $70,761

About The Position

In collaboration with the Manager, Ambulatory Access Quality & Standards, the central PFA Implementation Team, and Access Pod Managers, develops best practice-based Standard Operating Procedures (SOPs) for operational Access workflows. Engages with stakeholders including HIT, Revenue Cycle Training, and clinic operations during SOP development to ensure operational alignment. Trains Access team members on new and revised workflows through on-going at the elbow support and monitoring. Evaluates adherence to SOPs and operational quality by analyzing both qualitative and quantitative data. Helps in the implementing of system enhancements and performs subsequent follow up and reporting of the Registration and Scheduling systems.

Requirements

• High School or equivalent required
• Associate or Bachelor's Degree preferred in education, health or IT related majors
• 3 years relevant experience in a Help Desk/Information Systems setting or with Scheduling and/or Registration at UVA
• Certified Healthcare Access Manager (CHAM) or Certified Healthcare Access Associate (CHAA) by the NAHAM required within 18 months of hire date

Responsibilities

• Identify and develop best practice-based Access workflows (workflows, SOPs, tools)
• Provide operational workflow training classes on a regular and as-needed basis for Ambulatory Access
• Observe staff working on Patient Access functions in clinic setting and provide real-time support and training on best practice workflows
• Identify KPIs for Access workflows and monitor data to identify adherence to operational workflows and areas needing additional support
• Audit Access operations (call monitoring, scheduling activity) to identify individual areas for improvement across Ambulatory
• Serve as training representative for interdisciplinary projects as assigned
• Other duties may be assigned

What This Job Offers

• Industry: Hospitals
• Education Level: High school or GED