Access Center Specialist I (Primary Care)

About the role

The Access Center Specialist communicates with patients/providers via telephone to ensure accurate, prompt, and courteous scheduling of specialty appointments according to established division guidelines. This position is responsible for obtaining and entering accurate demographic and insurance information for all encounters. The Access Center Specialist is required to discuss financial obligations with patient families and collect payments or escalate to Financial Advocates when appropriate. The Access Specialist is responsible for monitoring registration and insurance related items that fall into patient work queues to ensure timely claim filing.

Responsibilities

• Communicates with patients/providers via telephone to schedule specialty appointments
• Accurately captures and verifies patient demographic, guarantor, legal guardian, and insurance information in the EMR system
• Schedules appointments in the EMR system, following scheduling and insurance guidelines
• Provides all necessary appointment information at time of scheduling and directions/paperwork via mail/email following closure of the scheduling call
• Reviews electronic communications and process documentation to stay abreast of correct department processes and notifies leadership of any questions
• Answers calls for assigned clinic specialties in an efficient manner, using standardized greeting, content, and closure of call
• Collects copays, outstanding balances, and any applicable prepayments at time of scheduling
• Partners with Financial Advocate when appropriate
• Identifies and attempts to resolve complaints, utilizing escalation guidelines to route callers to the appropriate Nemours associate when unable to resolve complaints

Requirements

• High School Diploma required
• More than one (1) year of customer service, medical office, or call center experience required
• NAHAM certificate (National Association of Healthcare Access Management) - CHAA preferred

Qualifications

• None specified

Skills

• Excellent communication skills
• Ability to handle multiple tasks simultaneously
• Knowledge of healthcare regulations and insurance policies
• Proficiency in EMR systems

Benefits

• None specified

Pay

• Not specified

Schedule

• Hybrid position