Access Navigator-30637

Rush University Medical Center; Chicago (IL); On-site; USD 32,000 - 50,000; Full time

Job summary

Rush University Medical Center is seeking an Access Navigator for the Access Center Primary Care. The role coordinates care, schedules visits, and assists patients, providers, and staff across service lines.

The position is full-time with a total FTE between 0.9 and 1.0, working 8 hours from 11:00 AM to 7:30 PM in Chicago. Candidates should have a high school diploma or GED and several years of healthcare and customer service experience.

Qualifications

• High school diploma or GED required.
• Five years healthcare and customer service experience.
• Three years of customer service/front-end experience.
• Ability to support Access Center service lines.
• Strong verbal and written communication skills.

Responsibilities

• Delivers personalized attention and coordinates patient care across service lines.
• Answers calls for multiple queues and coordinates scheduling and referrals.
• Assesses caller needs and resolves inquiries or escalates as needed.
• Builds relationships with physicians and staff to coordinate patient visits.
• Performs outreach via phone, MyChart, email to complete scheduling or care coordination.
• Maintains knowledge of Rush Center processes and scheduling workflows.

Skills

Customer service

Communication skills

Telephone etiquette

Organizational skills

Problem solving

Team collaboration

Education

High school diploma/GED

Bachelor’s degree preferred

Tools

MS Word

Excel

Outlook

Job description

Location: Chicago, Illinois
Business Unit: Rush Medical Center
Hospital: Rush University Medical Center
Department: Access Center Primary Care
Work Type: Full Time (Total FTE between 0.9 and 1.0)
Shift: Shift 1
Work Schedule: 8 Hr (11:00:00 AM - 7:30:00 PM)
Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).
Pay Range: $23.12 - $36.41 per hour
Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush's anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.

Summary

The RUSH Access Navigator functions as a centralized resource to facilitate patient access. This role assists providers, employees and patients with identifying medical specialists and coordinating care via advanced scheduling of provider consults, ancillary tests, routine and diagnostic procedures, lab testing, basic triage and referral management. The Access Navigator collaborates with practice staff, providers and leaders across the organization to meet overall access, revenue cycle and scheduling objectives while exceeding customers’ expectations. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Other Information

Required Job Qualifications:

• High school diploma/GED required.
• Five years recent healthcare and customer service experience.
• Three years of demonstrated excellence and mastery of customer service/ front-end patient experience.
• Demonstrated ability and sufficient working knowledge to support Access Center service lines.
• Demonstrated critical and problem-solving skills, experience dealing with demanding situations and the ability to resolve unusual problems. Ability to maintain composure under stressful situations.
• Outstanding customer service skills, communicates well and utilizes excellent listening skills and telephone etiquette.
• Excellent interpersonal skills including tact, discretion and courtesy necessary to interact cordially and effectively at all times and to work cooperatively in a team environment.
• Strong written and verbal skills.
• Organized and has the ability to prioritize and perform multiple duties in an often fast paced environment.
• Must be comfortable with outreach activities in unstructured environment
• Ability to build relationships with internal and external partners.
• Proficiency with MS Word, Excel and Outlook.
• Open-mindedness and willingness to adjust to change.
• Works effectively with minimum supervision.
• Have a flexible schedule for early or late days to accommodate the patient's needs.

Preferred Job Qualifications

• Bachelor’s degree preferred.
• Basic working knowledge of the medical center; previous patient coordinator/special services experience.

Responsibilities

• Delivers and monitors exceptional level of personal attention and specialized care to all patients referred to RUSH.
• Answers all telephone calls for multiple queues and schedules, coordinates care or sends messages across all service lines or radiology modalities, utilizing templates and routing clinical inquires to appropriate departments, providers or leaders.
• Assesses the caller's need and responds with critical judgment and ensures the appropriate end to end resolution for the inquiry or issue. Understands when to elevate calls.
• Establishes relationships with physicians, practice managers and staff and develops strategies to coordinate the patient’s visit and support and improve customer service.
• Performs outreach to patients, providers and practices via telephone, MyChart, email and or other electronic means in attempt to complete scheduling or care coordination requests.
• Enhances the reputation of the RUMG Access Center by fostering ownership and personal responsibility for exceeding patient service expectations through accountability for actions and decisions setting a positive example to peers, coworkers, departments and patients.
• Exhibits mastery of specialized RUMG Access Center processes including but, not limited to questionnaires, subgroups, auto search, radiology scheduling workflows, pre-registration, message templates, and referral capture and insurance plan networks.
• Drives and supports the RUMG revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities. This includes but is not limited to discussing the patient’s financial responsibility for their upcoming visit, outstanding balances, and referral requirements based on Rush contracts.
• Assists in verifying billing statements, questions, collections and problems associated with patient accounts.
• Identifies and promotes other practices or services patient or provider may also need.
• Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RUMG Access Center.
• Understands and becomes a subject matter expert with MyChart \ MyRushApp and open scheduling.
• Keeps up-to-date on Rush University Medical Center leaders, providers and services.
• Records daily activity in Access facilitated access database.
• Daily interaction with RUSH patients, providers and leaders.
• Assist with all other access center queues as needed.
• Performs duties in a typical office environment.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.