Patient Access Specialist

About the Role

The Patient Access Specialist reflects the mission, vision, and values of NMHC, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and regulatory and accreditation standards. Hours: 6a-2:30p.

Responsibilities

• Consistently practices Patients First philosophy and adheres to high standards of customer service, fostering a team atmosphere.
• Responds to questions and concerns, forwarding extraordinary issues to the Team Lead or Operations Coordinator as necessary.
• Maintains patient confidentiality per HIPAA regulations.
• Provides exceptional customer service to establish a positive first impression of Northwestern Medicine.
• Exceeds consumer requests and alerts management of issues requiring escalation.
• Correctly identifies and collects patient demographic information in accordance with organization standards.
• Interacts with hospital departments and physicians' offices to schedule and direct patients through NMHC systems in a patient-friendly manner.
• Reaches out to patients to schedule appointments as defined.
• Performs medical necessity checks for scheduled services and communicates options if an appointment fails.
• Informs patients of financial account issues for their encounter.
• Completes out-of-pocket estimations as requested.
• Provides training and education as needed.
• Manages work schedule efficiently, completing tasks on time.
• Participates in cross-training between departments to ensure coverage.
• Participates in Quality Assurance reviews to ensure patient data integrity.
• Uses service recovery skills to solve problems or service breakdowns.
• Adheres to department policies and compliance requirements.

Communication and Collaboration

• Communicates with patients regarding physician referrals, insurance referrals, and consultations.
• Collects authorization numbers in appropriate systems.
• Provides a professional environment for communication across units/departments and resolves operational issues.
• Communicates customer satisfaction issues to appropriate individuals.
• Demonstrates teamwork by helping co-workers within and across departments.
• Interacts with internal customers to provide excellent support service.

Technology

• Utilizes online order retrieval systems to verify or print patient orders.
• Verifies insurance eligibility and benefit levels using online tools or over the phone.
• Completes accurate handoff instructions and notes in Epic.
• Demonstrates proficiency in computer applications.
• Runs real-time eligibility checks and follows out-of-network policies.
• Sends quality Epic messages and telephone encounters.

Efficiency, Process Improvement, and Business Growth

• Proactively prevents issues with patient visits by verifying test details, preps, and scheduling.
• Understands and collects minimum data set for complete registration.
• Analyzes account activity, identifies problems, and initiates resolutions.
• Evaluates procedures and suggests improvements for customer service and efficiency.
• Participates in departmental quality improvement activities.
• Monitors registration, scheduling, and insurance verification to ensure quality standards.
• Acts as a training resource for new staff.

Qualifications

Required

• High School diploma or equivalent.
• 2-3 years of customer service or medical office experience.
• Excellent interpersonal, verbal, and written communication skills.
• Proficiency in computer data-entry/typing.
• Ability to type 40 wpm.
• Ability to multi-task.
• Customer service oriented.
• Excellent organizational, time management, analytical, and problem-solving skills.

Preferred

• Additional education.
• Additional language skills.
• Healthcare finance and/or insurance experience.
• Knowledge and experience in patient scheduling and/or registration.

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 to learn more.

Pay

The salary range for this position is $18.40 - $27.59 (Hourly Rate). Placement within the salary range is dependent on several factors such as relevant work experience and internal equity.