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 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 appointments as defined.
  • 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.
  • Participates in Quality Assurance reviews to ensure integrity of patient data information.
• Utilizes department and hospital policies and procedures to complete assigned tasks.
  • Avoids putting patient in financial or safety risk.
• Completes other duties assigned by manager.
  • Cross-training between various departments will take place to ensure coverage.

Communication and Collaboration

• Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations.
  • Collates authorization numbers in appropriate systems as applicable.
• Collects 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.
• Accommodates all levels of communication ability.
  • Interacts with internal customers to provide excellent support service to staff in departments which provide direct patient care.

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.
  • 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.
  • Demonstrates ability to use all computer applications efficiently and to the capacity needed in this position.

Efficiency, Process Improvement, and Business Growth

• Proactive in preventing issues with patient visit by double checking type of test #HomeHealthFocus
  • Utilizes department and hospital policies and procedures to complete assigned tasks.