Access Specialist 1-27675

Responsibilities

• Answers telephone calls within designated work assignments with the goal of accurately scheduling patients.
• Evaluates non-scheduling related patient inquiries, routes and escalates calls according to departmental and Epic guidelines, including warm transfers to RN triage and/or clinics.
• Assesses caller’s needs and ensures appropriate resolution for inquiries or issues, escalating when necessary.
• Leverages Salesforce and Genesys platforms to optimize patient interactions and workflow efficiency.
• Ensures accurate documentation, routing, and resolution of patient inquiries through integrated systems.
• Proactively monitors and addresses areas of concern or uncertainty regarding RUSH Access Center processes, suggesting possible resolutions.
• Exhibits strong understanding of specialized RUSH Access Center processes, including questionnaires, subgroups, auto search, pre-registration, message templates, radiology workflows, and referral capture and insurance plan networks.
• Adheres to service-specific workflows for multiple specialty departments, following protocols in Epic and documented practices.
• Accurately documents appointment information and notifies patients of critical visit details.
• Drives and supports the RUSH revenue cycle by minimizing potential financial risks of patient accounts through insurance registration activities.
• Completes point-of-service collections over the phone using secure payment processing systems, offering various payment options.
• Maintains a high level of understanding and acts as a patient resource for physician and ancillary service offerings, navigating the Rush campus, payment categories, and billing procedures.
• Enhances the reputation of the RUSH Access Center by fostering ownership and personal responsibility for exceeding patient service expectations through accountability for actions and decisions.
• Promotes a positive and productive environment, supporting teamwork and communication.
• Utilizes customer service skills to exceed patient needs.

Qualifications

• High School Diploma required.
• Bachelor’s degree or equivalent work experience in patient care or related setting such as clinic, ambulatory care center, medical call center, or physician office strongly preferred.
• Bilingual skills a plus.
• Certified Healthcare Access Associate (CHAA) preferred.