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

Full-time

Charlottesville, VA

Educational Services

About the position

The position involves developing and implementing best practice-based Standard Operating Procedures (SOPs) for operational Access workflows in collaboration with various stakeholders. The role focuses on training Access team members, evaluating adherence to SOPs, and enhancing operational quality through data analysis. It also includes auditing Access operations and providing real-time support and training in a clinical setting.

Responsibilities

• Develop best practice-based Standard Operating Procedures (SOPs) for operational Access workflows.
• Engage with stakeholders during SOP development to ensure operational alignment.
• Train Access team members on new and revised workflows through ongoing support and monitoring.
• Evaluate adherence to SOPs and operational quality by analyzing qualitative and quantitative data.
• Implement system enhancements and perform follow-up and reporting of Registration and Scheduling systems.
• Identify and develop best practice-based Access workflows, tools, and SOPs.
• Provide operational workflow training classes regularly and as needed for Ambulatory Access.
• Observe staff working on Patient Access functions and provide real-time support and training.
• Identify KPIs for Access workflows and monitor data for adherence and areas needing support.
• Audit Access operations to identify areas for improvement across Ambulatory services.

Requirements

• High School diploma or equivalent required; Associate or Bachelor's Degree preferred in education, health, or IT-related majors.
• 3 years of 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.