Access Navigator-30639

Rush University Medical Center; Chicago (IL); On-site; USD 34,000 - 48,000; Full time

Job summary

Rush University Medical Center in Chicago, IL seeks an Access Navigator to streamline patient access, coordinate care, and schedule provider consults across service lines. The role requires coordinating with providers, staff and patients to meet access and scheduling objectives while delivering exceptional service.

The candidate should have a high school diploma or GED, 5 years of healthcare/customer service experience and strong communication skills.

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 to support Access Center service lines.
• Strong problem-solving skills and ability to handle stressful situations.
• Excellent interpersonal and telephone etiquette.
• Strong written and verbal communication skills.
• Organized and able to prioritize in a fast-paced environment.
• Willingness to engage in outreach activities in unstructured settings.
• Ability to build relationships with internal and external partners.
• Proficiency with MS Word, Excel and Outlook.

Responsibilities

• Delivers and monitors high level of personal attention and specialized care to patients referred to RUSH.
• Answers calls for multiple queues and schedules, coordinates care or sends messages across service lines or radiology modalities.
• Assesses caller needs and ensures end-to-end resolution; knows when to escalate.
• Establishes relationships with physicians and staff to coordinate patient visits and improve service.
• Performs outreach to patients and providers via telephone, MyChart, email to complete scheduling or care coordination.
• Enhances the Access Center's reputation by accountability and proactive service.
• Exhibits mastery of Access Center processes including templates, auto search and referral capture.
• Dhelps minimize financial risk by discussing patient financial responsibility and referrals.
• Assists in verifying billing statements and addressing related questions.
• Identifies opportunities to promote other services as needed.
• Works cooperatively in a team and supports flexible structures for success.
• Becomes a subject matter expert with MyChart/MyRushApp and open scheduling.

Skills

Customer service

Telephone etiquette

Communication

Organizational skills

Relationship building

MS Word

Excel

Outlook

Education

High school diploma/GED

Bachelor’s degree preferred

Tools

MyChart

MyRushApp

Open scheduling

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.

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.
• Assess the caller’s need and respond 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.