Access Center Specialist I — Patient Scheduling Pro

Rush University Medical Center; Chicago (IL); On-site; USD 26,000 - 41,000; Full time

Job summary

Rush University Medical Center in Chicago is seeking an Access Center Specialist I to manage clinical and non-clinical calls, perform scheduling, basic triage, messaging, and referral management. You will collaborate with Access Center teammates and practice staff to meet access, revenue cycle and scheduling goals while exceeding patient expectations.

The role requires a High School Diploma (Bachelor’s preferred), strong communication and customer service skills, and ability to navigate Epic

Qualifications

• High School Diploma required.
• Bachelor’s degree or equivalent work experience in patient care or related setting strongly preferred.
• Bilingual skills a plus.
• Certified Healthcare Access Associate (CHAA) preferred.
• Skills: Excellent communication and outstanding customer service and listening skills required. Critical thinking, sound judgment and strong problem-solving skills essential.

Responsibilities

• Answers all telephone calls within your work assignment as designated by leadership with the goals of accurately scheduling patients as determined by departmental and Epic guidelines.
• Evaluates non-scheduling related patient inquiries including clinical related calls; routes and escalates all inquiries following departmental and epic clinical guidelines inclusive of warm transfers to RN triage and/or to clinics.
• Assess the caller’s need and responds with critical judgment and ensures the appropriate resolution for the inquiry or issue. Understands when to elevate calls to nurse, and/or Rush Access Center leadership.
• Responsible for leveraging Salesforce and Genesys platforms to optimize patient interactions and workflow efficiency. Ensures accurate documentation, routing, and resolution of patient inquiries through integrated systems.
• Proactively monitor areas of concern or uncertainty relating to the practices and suggest possible resolutions around access Epic build issues.
• Exhibits strong understanding of specialized RUSH Access Center processes including but not limited to questionnaires, subgroups, auto search, pre-registration, message templates, radiology workflows, and referral capture and insurance plan networks.
• Adheres to service specialized workflows for multiple specialty departments. Follows protocols built in Epic and documented practices scheduling requirements.
• Responsible for accurately documenting appointment information and notifying the patient of information critical to their visit.
• Drives and supports the RUSH revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities.
• Effectively completes point of service collections over the phone using secure payment processing systems via multiple payment options, such as credit/debit cards and/or payment plans.
• Maintains a high level of understanding and acts as a patient resource for physician and ancillary service offerings, navigating the Rush campus.
• Exhibits sensitivity to patient health information and protects confidentiality.
• Enhances the reputation of the RUSH Access Center by fostering ownership and personal responsibility for exceeding patient service expectations.
• Promotes a positive and productive environment, supporting teamwork and communication.
• Works cooperatively in a team environment and supports a flexible structure to ensure success of the RUSH Access Center.
• Utilizes customer service skills to exceed the patient’s needs.
• Performs other duties as assigned.

Skills

Excellent communication

Customer service

Listening

Critical thinking

Team oriented

Attention to detail

Typing 40 WPM

Microsoft Office

Outlook and Word

Bilingual skills

Education

High School Diploma

Bachelor’s degree or equivalent work experience

Tools

Epic Cadence

Salesforce

Genesys

Job description

Rush University Medical Center in Chicago is seeking an Access Center Specialist I to manage clinical and non-clinical calls, perform scheduling, basic triage, messaging, and referral management. You will collaborate with Access Center teammates and practice staff to meet access, revenue cycle and scheduling goals while exceeding patient expectations.

The role requires a High School Diploma (Bachelor’s preferred), strong communication and customer service skills, and ability to navigate Epic