Patient Access

• Oversee daily operations of the patient access/pre-access team
• Coordinate registration and pre-registration duties
• Provide staff training, coaching, education, and performance feedback
• Monitor productivity and department KPIs, including point of service, wait times, overtime, and productivity
• Prepare and review performance reports on daily, weekly, monthly, quarterly, annual, or as-needed schedules
• Assign and coordinate staff schedules, rotations, time off, and call-offs
• Track and monitor upfront collection processes; assign goals and provide corrective action
• Participate in an on-call rotation covering days, nights, and weekends
• Provide administrative and educational guidance during on-call duties and fill in for staffing issues or unexpected volumes
• Develop department processes and procedures; conduct audits and continuous coaching
• Act as a resource for staff and ancillary departments while promoting customer service standards
• Manage assigned implementation, tracking, and process-change projects
• Report routinely to Patient Access Leadership
• Participate in facility activities and gather statistical information
• Assist with staff evaluations and maintain the time/attendance system
• Attend facility meetings to ensure process alignment and effective communication
• Partner with clients to optimize front-end processes and improve patient satisfaction and operational efficiency

Patient Access & Pre-Access Supervisor

• Build and maintain relationships as the single point of contact with the field sales force for high-volume, key account manufacturers in an assigned territory
• Provide SME support for complex patient/provider clinical and reimbursement issues
• Represent UBC at manufacturer national sales conferences
• Prospect for account revenue opportunities
• Gather, analyze, and report adverse event trend data for Quarterly Business Reviews and other manufacturer reports
• Formulate, interpret, and implement reimbursement policies to resolve complex dispensing or referral issues
• Serve as SME to physician offices, manufacturer representatives, health plans, and patients
• Support manufacturer field sales with program launches and ongoing therapy utilization through marketing, education, and training materials
• Provide Program Specific Plan support on special projects
• Prepare data for QBRs, FDA requirements, special projects, and reports
• Answer incoming calls, assess caller needs, and provide accurate resolutions

Field Liaison – Patient Access

• Builds and maintains relationships as the single point of contact with the field sales force for high-volume, key account manufacturers in an assigned territory
• Provides SME support for complex patient, provider clinical, and reimbursement issues
• Represents UBC at manufacturer national sales conferences and prospects for account revenue opportunities
• Gathers, analyzes, and reports adverse event trend data for Quarterly Business Reviews and other manufacturer reports
• Formulates, interprets, and implements reimbursement policies to resolve complex dispensing or referral issues
• Serves as SME on intricate cases for physician offices, manufacturer representatives, health plans, and patients
• Supports manufacturer field sales with program launches and ongoing therapy utilization through marketing, education, and training materials
• Provides Program Specific Plan support on special projects to enhance reimbursement, revenue, and utilization opportunities
• Prepares data for Quarterly Business Reviews, FDA requirements, special projects, and reports
• Answers incoming calls, assesses caller needs, and provides accurate resolutions

Field Liaison, Patient Access

• Assign accurate medical record numbers (MRNs)
• Complete medical necessity and compliance checks
• Provide patient instructions and excellent customer service
• Collect insurance information and process physician orders
• Operate the telephone switchboard
• Meet assigned point-of-service collection goals
• Use quality auditing and reporting systems to correct accounts
• Conduct account audits and provide statistical data to Patient Access leadership
• Pre-register patient accounts before visits
• Make inbound and outbound calls to obtain demographic, insurance, and financial liability information
• Collect point-of-service payments and past-due balances, including payment-plan options
• Explain consent and patient education forms and obtain required signatures
• Review insurance eligibility responses and select applicable insurance plan codes
• Enter benefit data to support collections and billing processes
• Screen Medicare medical necessity using ABN software and distribute required forms

Patient Access Associate

• Manage patient registration and access processes
• Assign accurate MRNs and complete medical necessity and compliance checks
• Provide patient instructions and collect insurance information
• Receive and process physician orders and use overlay tools
• Operate the telephone switchboard
• Provide compassionate customer service to patients, clients, and colleagues
• Meet assigned point-of-service goals
• Conduct account audits and use quality auditing and reporting systems
• Complete pre-registration and inbound/outbound calls to obtain patient information
• Collect point-of-service payments and past-due balances, including payment plan options
• Explain and obtain signatures for consent and patient education forms
• Review insurance eligibility responses and enter benefit data to support collections and billing
• Screen medical necessity using ABN software and distribute required forms