Access Team Lead Full Time Days

About the role

This position in the Emergency Department Full Time Days, 6am-2:30pm.

Responsibilities

• Provides exceptional customer service to consumers which establish a positive first impression of Northwestern Medicine.
• Exceed all consumer requests and alert management of issues or concerns that require escalation.
• Correctly identifies and collects patient demographic information in accordance with organization standards.
• Interacts with various hospital departments and physicians offices to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner.
• Reaches out to patients to schedule an appointment as defined.
• Performs medical necessity checks as necessary for scheduled services, communicates options to patient if appointment fails.
• Facilitates the pre-authorization of diagnostic exams, between referring physicians and insurance carriers, through the use of online tools, work lists, and direct phone calls as necessary.
• Informs patients of any issues with securing the financial account for their encounter.
• Completes out-of-pocket estimations as requested by patients.
• Provides training and education as needed.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Completes other duties assigned by manager.
• Participates in Quality Assurance reviews to ensure integrity of patient data information.
• Utilizes effective service recovery skills to solve problems or service breakdowns when they occur.
• Utilizes department and hospital policies and procedures to complete assigned tasks.
• Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations.
• Collections authorization numbers in appropriate systems as applicable.
• Provides professional and constructive environment for communication across units/departments and resolves operational issues.
• May attend intra/interdepartmental meetings which involve walking within NM Campus.
• Communicates customer satisfaction issues to appropriate individuals.
• Demonstrates teamwork by helping co-workers within and across departments.
• Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
• Interacts with internal customers to provide excellent support service to staff in departments which provide direct patient care.
• Utilizes multiple online order retrieval systems to verify or print the patient's order.
• Verifies insurance eligibility and benefit levels through the use of online tools (NDAS, ASF, etc.) or over the phone as necessary.
• Completes accurate handoff instructions and notes to scheduling staff, by noting appropriately in Epic.
• Completes other duties as assigned.

Qualifications

• Minimum of two years experience in customer service or patient relations.
• Excellent interpersonal and verbal communication skills.
• Excellent problem solving skills.
• Received favorable annual performance reviews if internal applicant in the past one to two years.
• Ability to read and communicate effectively in English.
• Basic Computer Skills.
• Ability to type 40 wpm.
• Excellent verbal and written communication skills.
• Able to multi-task.
• Customer Service Oriented.
• Excellent organizational, time management, analytical, and problem solving skills.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section located at jobs.nm.org/benefits to learn more.

Pay

The salary range for this position is $22.56 - $32.72 (Hourly Rate).

Schedule

Full Time Days, 6am-2:30pm.