Access Specialist 1-28041

Responsibilities

• Answers telephone calls within designated work assignments with the goal of accurately scheduling patients.
• Evaluates non-scheduling related patient inquiries, routes and escalates as necessary following departmental and Epic guidelines.
• 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 suggests resolutions for access Epic build issues.
• Understands and adheres to specialized RUSH Access Center processes, including questionnaires, subgroups, auto search, pre-registration, message templates, radiology workflows, and referral capture and insurance plan networks.
• Supports the RUSH revenue cycle by minimizing potential financial risk of patient accounts through patient 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 of Rush campus resources, payment categories, and billing procedures.
• Enhances the reputation of the RUSH Access Center by fostering ownership and personal responsibility for exceeding patient service expectations.
• Works cooperatively in a team environment, promoting a positive and productive environment.
• 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.