Access Specialist 2-29046

Location: Chicago, Illinois – Rush University Medical Center, Hematology-Oncology department

Full-time position (0.9–1.0 FTE) on Shift 1, Monday–Friday, 8:30 AM–5:00 PM

About the role

The RMG Access Center Specialist II manages all clinical and non-clinical calls and performs clinic activities including routine and advanced scheduling, message taking, radiology scheduling, and referral management. This role collaborates with Access Center team members and practice staff to meet overall access, revenue cycle, and scheduling objectives while exceeding customers’ expectations.

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).
• Answer all telephone calls within your work assignment as designated by leadership, accurately scheduling patients according to departmental and Epic guidelines.
• Evaluate non-scheduling related patient inquiries, including clinical calls; route and escalate following departmental and Epic clinical guidelines, including warm transfers to RN triage and/or clinics.
• Perform outreach to patients via telephone or electronic means to convert referrals to scheduled appointments.
• Become a subject-matter expert with MyChart / MyRushApp support lines.
• Proactively identify and assist with outstanding referrals, orders, and patient needs.
• Assess caller needs, respond with critical judgment, and ensure appropriate resolution; escalate calls to nurses or RMG Access Center leadership when necessary.
• Leverage Salesforce and Genesys platforms to optimize patient interactions and workflow efficiency; ensure accurate documentation, routing, and resolution of inquiries.
• Proactively monitor and escalate areas of concern relating to practices, suggesting resolutions around access, capacity management, workflows, and Epic build issues.
• Exhibit mastery of specialized RMG Access Center processes including questionnaires, subgroups, auto search, radiology scheduling workflows, pre-registration, message templates, referral capture, and insurance plan networks.
• Adhere to service-specialized workflows for multiple specialty departments across several service lines, following protocols built in Epic and documented practice scheduling requirements.
• Accurately document appointment information and notify patients of critical visit details.
• Support the RMG revenue cycle by minimizing financial risk through patient insurance registration activities, discussing financial responsibility, outstanding balances, and referral requirements.
• Complete point-of-service collections over the phone using secure payment processing systems (credit/debit cards, payment plans).
• Maintain a high level of understanding of physician and ancillary service offerings, campus navigation, payment categories, and billing procedures.
• Exhibit sensitivity to patient health information, protecting confidentiality at all times.
• Foster ownership and personal responsibility for exceeding patient service expectations; promote a positive, productive environment and support teamwork.
• Utilize customer service skills to exceed patient needs; perform other duties as assigned.

Requirements

• High School Diploma required.
• Bachelor’s degree or equivalent work experience in patient care or a related setting (e.g., healthcare contact center, clinic, ambulatory care center, physician office).
• Certified Healthcare Access Associate (CHAA) preferred.
• Bilingual ability highly regarded.

Skills & Abilities

• Excellent communication, customer service, and listening skills.
• Critical thinking, multi-tasking, sound judgment, and strong problem-solving skills.
• Team-oriented, open-minded, flexible, and willing to learn.
• Strong attention to detail and accuracy.
• Ability to type 40 WPM and proficiency in Microsoft Word, Outlook, and Office.
• Ability to prioritize and function effectively in a fast-paced, complex contact center environment.
• Ability to act responsibly and quickly with sound judgment when problem-solving.
• Ability to utilize Epic Cadence efficiently; must pass the Epic scheduling test.
• Ability to listen to patients and process needs while simultaneously documenting in Epic.

Pay

$21.61 – $34.04 per hour. Rush salaries are determined by factors including education, job-related experience, skills, internal equity, and industry-specific market data. Offers may vary depending on individual circumstances.

Benefits

Rush offers exceptional rewards and benefits. Learn more at the Rush benefits page.