Access Center Specialist II- Hiring Event 11/5/26

Nemours; Orlando (FL); In loco; USD 22.000 - 30.000; Tempo pieno

Descrizione del lavoro

Nemours Children’s Health in Orlando, FL, is seeking an Access Center Specialist II to manage high-volume appointment scheduling, demographic verification, and insurance information entry. The role prioritizes patient cash collection and escalation of health concerns per guidelines.

The position requires strong customer service skills, experience in a medical office or call center, and familiarity with the EMR system. Training will cover scheduling across specialties and cross-coverage duties.

Competenze

• High School Diploma required.
• 1 year or more of customer service, medical office or call center experience required.
• CRCR HFMA Certification preferred.

Mansioni

• Answer calls for assigned clinic specialties with a standardized greeting and closure.
• Capture and verify patient demographics, guarantor, guardian and insurance information in the EMR.
• Schedule appointments in the EMR, provide all directions and paperwork.
• Monitor communications and stay updated on department processes; escalate as needed.

Conoscenze

Customer service

Phone etiquette

Data entry

EMR navigation

Formazione

High School Diploma

Strumenti

EMR system

MyChart

Descrizione del lavoro

The Access Center Specialist II has mastered all requirements of the Access Center Specialist listed below and is trained in scheduling groups beyond their assigned specialty clinics and can be regularly assigned to additional specialties in times of need to stay within call center metrics. The Access Center is a high-volume contact center handling appointment scheduling, clinical escalation and general call routing and requests for information. The Access Center Specialist is responsible for obtaining and entering accurate demographic and insurance information for all encounters and must discuss financial obligations with patient families, collecting payments or escalating to Financial Advocates when appropriate. In addition, the Access Center Specialist is responsible for monitoring registration and insurance related items that fall into patient work queues to ensure timely claim filing. This role works collaboratively with other Nemours departments to ensure all patient access needs are met. The Access Center Specialist serves as an initial contact for patients and families via telephone in a manner consistent with Nemours Children's Health customer service and standards of behavior. The Access Specialist is required to provide superior customer service to both internal and external customers, and represent Nemours in a positive, professional manner. They are responsible for demonstrating a commitment to service, organization values, and professionalism through appropriate conduct and demeanor always. The Access Center Specialist communicates with patients and providers via telephone and other electronic means to ensure accurate, prompt, and courteous scheduling of specialty appointments according to established specialty guidelines.

Essential Functions:

• Answers calls for assigned clinic specialties in an efficient manner, using standardized greeting, content, and closure of call.
• Accurately captures and verifies patient demographics, guarantor, legal guardian, and insurance information in the EMR system. Utilizes quality review work queue to identify and correct discrepancies.
• Schedules appointments in the EMR system, following scheduling and insurances guidelines. Provides all necessary appointment information at time of scheduling, and all necessary directions and paperwork via mail or email following closure of the scheduling call.
• Actively reviews electronic communications and process documentation to stay abreast of correct department processes and notifies leadership immediately of any questions.
• Ensures accuracy in answering questions and assisting customers with requests. Utilizes escalation guideline criteria to prioritize patient health concerns and follows reliable methods to document and escalation calls as instructed in guidelines.
• Collects copays, outstanding balances, and any applicable prepayments at time of scheduling. Partners with Financial Advocate when appropriate.
• Identifies and attempts to resolve complaints. When unable to resolve complaints, utilizes escalation guidelines to route callers to the appropriate Nemours associate.
• Demonstrates mastery in all scheduling groups to provide cross coverage when needed.
• All other duties as assigned by supervisor including but not limited to assisting with MyChart messages, Canceled Clinics, follow up and wait list reports.

Requirements:

High School Diploma

1 year of more of customer service, medical office or call center experience required

CRCR Certified Revenue Cycle Representative - HFMA Certification - Preferred