Access Center Specialist II (Jacksonville)

About the role

The Access Center Specialist II is a hybrid position at Nemours, located in Jacksonville, Florida. This role involves communicating with patients/providers via telephone to ensure accurate, prompt, and courteous scheduling of specialty appointments according to established division guidelines.

Responsibilities

• Communicate with patients/providers via telephone to schedule appointments
• Make outbound calls when follow-up is needed
• Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
• Ensure efficient processing and documentation of all information required for insurance verification, registration, and billing in the EMR system
• Schedule patient appointments according to established division guidelines and communicate updates and barriers in a timely manner
• Verify insurance eligibility and authorizations utilizing the available resource tools
• Utilize the Managed Care Manual to verify participating insurances and their requirements
• Inform the caller of their financial responsibility that is due at the time of service/offer to collect in advance at the time of scheduling and ensure accurate daily cash reconciliation
• Adhere to the authorization process by informing the caller that an authorization is needed (if applicable) at the time the appointment is made
• Refer patients to the Financial Advocates if financial assistance is needed
• Educate the callers on the preparation for the appointment or requirements needed to ensure a productive visit
• Accurately notate the patient’s accounts to communicate pertinent information to clinic, registration, authorization, family financial, and billing departments
• Request medical records when necessary
• Review work queues on a daily basis, make corrections and/or escalate to leadership if necessary
• Respond to and complete staff messages
• Support Cancelled Clinic requests
• Review and take the necessary action to ensure patient scheduled appointments are accurate
• Always offer specific directions to the clinic and location that they will be seen
• Stay up to date of appointment scheduling changes and insurance requirements
• Interact with coworkers and clinic personnel in a professional manner
• Communicate effectively with patients, physicians, and/or other departments regarding delays or any issues relating to patient appointments
• Consistently achieve team metric standards and expectations
• Maintain strict confidentiality at all times

Requirements

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

Skills

• Excellent customer service skills
• Effective communication
• Insurance verification and authorization
• Medical record request
• Work queue management
• Financial responsibility handling

Benefits

Competitive base compensation in the top quartile of the market
Annual incentive compensation that values clinical activity, academic accomplishments and quality improvement
Comprehensive benefits: health, life, dental, vision
403B with employer match
Not-for-profit status; eligibility for Public Service Loan Forgiveness
State-specific benefits for those living and working in Florida or Delaware

Pay

Competitive base compensation in the top quartile of the market

Schedule

Hybrid position