Patient Access Specialist

Responsibilities

• Consistently practices Patients First philosophy and adheres to high standards of customer service.
• Fosters a team atmosphere by setting an example to peers, coworkers, etc.
• Responds to questions and concerns.
• Forwards, directs, and notifies Team Lead or Operations Coordinator of extraordinary issues as necessary.
• Maintains patient confidentiality per HIPAA regulations.
• 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.
• 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.
• Schedules and directs patients through the NMHC systems in a patient/customer friendly manner.
• Performs medical necessity checks as necessary for scheduled services, communicates options to patient if appointment fails.
• 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.
• Avoids putting patient in financial or safety risk.
• Other duties as assigned.

Communication and Collaboration

• 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, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
• Accommodates all levels of communication ability.

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.
• Demonstrates ability to use all computer applications efficiently and to the capacity needed in this position.
• Runs real time eligibility (RTE) on all patients to verify insurance and follows out of network policies as applicable.
• Sends quality Epic Messages/Telephone encounters that are descriptive and grammatically correct.

Efficiency, Process Improvement, and Business Growth

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