Access Specialist 1-28500

Responsibilities

• Answers telephone calls within designated work assignments with the goal of accurately scheduling patients as determined by departmental and Epic guidelines.
• Evaluates non-scheduling related patient inquiries, including clinical related calls; routes and escalates all inquiries following departmental and Epic clinical guidelines inclusive of warm transfers to RN triage and/or to clinics.
• Assesses the caller’s need and responds with critical judgment and ensures the appropriate resolution for the inquiry or issue. Understands when to escalate calls to nurse, and/or RUSH Access Center leadership.
• 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 areas of concern or uncertainty relating to the practices and suggests possible resolutions around access Epic build issues.
• Exhibits strong understanding of specialized RUSH Access Center processes including but not limited to questionnaires, subgroups, auto search, pre-registration, message templates, radiology workflows, and referral capture and insurance plan networks.
• Adheres to service specialized workflows for multiple specialty departments.
• Follows protocols built in Epic and documented practices scheduling requirements.
• Accurately documents appointment information and notifies the patient of information critical to their visit.
• Drives and supports the RUSH revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities.
• Effectively completes point of service collections over the phone using secure payment processing systems via multiple payment options, such as credit/debit cards and/or payment plans.
• 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 the billing procedures of Rush University.
• 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 setting a positive example to peers, coworkers, departments and patients.
• Promotes a positive and productive environment, supporting teamwork and communication.
• Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RUSH Access Center.
• Utilizes customer service skills to exceed the patient’s 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.