Access Specialist 2-27850

Responsibilities

• Competent and proficient in all ambulatory scheduling areas (e.g., Primary Care, Specialty, Physician Referral) or all radiology modalities (e.g., Breast Imaging, CT, MRI, Ultrasound, NM, etc.).
• Answers all telephone calls within your work assignment as designated by your leadership with the goals 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.
• Performs outreach to patients via telephone or other electronic means to convert referrals to scheduled appointments.
• Understands and becomes a subject matter expert with MyChart \ MyRushApp support lines.
• Proactively identifies and assists with outstanding referrals, orders, and patient needs.
• Assesses the caller’s need, responds with critical judgment, and ensures the appropriate resolution for the inquiry or issue. Understands when to escalate calls to nurse, and/or RMG 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 and escalates areas of concern or uncertainty relating to the practices and suggests resolutions around access, capacity management, disposition of medical questions, workflows, and/or Epic build issues.
• Exhibits mastery of specialized RMG Access Center processes including but not limited to questionnaires, subgroups, auto search, radiology scheduling workflows, pre-registration, message templates, and referral capture and insurance plan networks.
• Adheres to service specialized workflows for multiple specialty departments across several service lines.
• Fulfills scheduling requirements as outlined in protocols built in Epic and documented practices.
• Accurately documents appointment information and notifies the patient of information critical to their visit.
• Drives and supports the RMG revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities.
• This includes discussing the patient’s financial responsibility for their upcoming visit, outstanding balances, and referral requirements based on Rush contracts.
• 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 Medical Group.
• Exhibits sensitivity to patient health information and protects confidentiality. Maintains privacy at all times for patient and employee information.
• Enhances the reputation of the RMG 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, along with the ability to shadow and train new hires.
• Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RMG 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 healthcare contact center, clinic, ambulatory care center, or physician office required.
• Certified Healthcare Access Associate (CHAA) preferred.
• Bilingual highly regarded.