Patient Access Specialist

Job Description

The Patient Access Specialist reflects the mission, vision, and values of NMHC, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

• Consistently practices Patients First philosophy and adheres to high standards of customer service.
  • Fosters a team atmosphere.
  • Provides exceptional customer service to patients which establishes a positive first impression of Northwestern Medicine.
  • Exceeds all consumer requests and alerts management of issues or concerns that require escalation.
  • Maintains patient confidentiality per HIPAA regulations.
  • Correctly identifies and collects patient demographic information in accordance with organization standards.
  • Schedules and directs patients through the NMHC systems in a patient/customer friendly manner.
  • 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.
  • Adheres to all department policies and compliance requirements.
  • Avoids putting patient in financial or safety risk.
• Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations.
• Collects authorization numbers in appropriate systems as applicable.
• Provides professional and constructive environment for communication across units/departments and resolves operational issues.
• Attends 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, respecting diverse opinions and styles, and acknowledging the assistance and contributions of others.
• Accommodates all levels of communication ability.

Communication and Collaboration

• 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.
• Sends quality Epic Messages/Telephone encounters that are descriptive and grammatically correct.

Technology Utilization

• Utilizes multiple online order retrieval systems to verify or print the patients 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.
• Sends quality Epic Messages/Telephone encounters that are descriptive and grammatically correct.
• Runs real time eligibility (RTE) on all patients to verify insurance and follows out of network policies as applicable.

Efficiency, Process Improvement, and Business Growth

• Proactive in preventing issues with patient visit by double checking type of test #OrchestrateConsultingGroup.