Access Specialist 2-30007

Rush University Medical Center; Chicago (IL); On-site; USD 30,000 - 47,000; Full time

Job summary

Rush University Medical Center in Chicago seeks an Access Center Specialist II to manage clinical and non-clinical calls, schedule appointments, take messages, and coordinate radiology and referrals. The role collaborates with practice staff to meet access and scheduling goals while upholding Rush policies.

The position requires a High School Diploma (Bachelor’s preferred) and strong communication, with CHAA preferred; experience with MyChart/MyRushApp and Epic scheduling is advantageous.

Qualifications

• Knowledge: High School Diploma required.
• Bachelor’s degree or equivalent work experience in patient care or related setting required.
• Certified Healthcare Access Associate (CHAA) preferred.
• Excellent communication and outstanding customer service skills required.

Responsibilities

• Competent and proficient in all ambulatory scheduling areas.
• Answer all telephone calls to schedule patients per Epic guidelines.
• Evaluate non-scheduling inquiries and route/escalate appropriately.
• Perform outreach to patients to convert referrals to appointments.
• Proactively identify outstanding referrals and patient needs.
• Leverage Salesforce and Genesys to optimize interactions and workflow.

Skills

Communication

Customer service

Active listening

Typing 40 WPM

Microsoft Office

Epic Cadence

MyChart / MyRushApp

Salesforce

Genesys

Problem solving

Education

High School Diploma

Bachelor’s degree or equivalent

Certified Healthcare Access Associate (CHAA)

Tools

Epic Cadence

Salesforce

Genesys

MyChart / MyRushApp

Microsoft Word/Outlook/Office

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 (10:30:00 AM - 7:00:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

Pay Range: $21.61 - $34.04 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 RMG Access Center Specialist II manages all clinical and non-clinical calls and performs clinic activities including routine and advanced scheduling, message taking, radiology scheduling, and referral management. The RMG Access Center Specialist II collaborates with Access Center team members and practice staff 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

Knowledge, Skills, and Abilities:

Knowledge: High School Diploma required. Bachelor’s degree or equivalent work experience in patient care or related setting such as healthcare contact center, clinic, ambulatory care center, or physician office required. Certified Healthcare Access Associate (CHAA) preferred Bilingual highly regarded.

Skills: Excellent communication and outstanding customer service and listening skills required. Critical thinking and multi-tasking, sound judgment and strong problem-solving skills essential. Must be team-oriented, open minded, flexible, and willing to learn. Strong attention to detail and accuracy required. Maintain ability to type 40 WPM, along with strong Microsoft skills in Word, Outlook, and Office.

Abilities: Ability to prioritize and function effectively, efficiently, and accurately in a multi-tasking, complex, fast paced and challenging contact center environment. Ability to act responsibly and quickly with sound judgement when problem solving. Ability to utilize Epic Cadence efficiently. Employees hired into this role must successfully pass the Epic scheduling test. Ability to listen to patients and process needs while simultaneously documenting in Epic.

Disclaimer

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Date Reviewed

Date Revised:

Responsibilities

• Competent and proficient in all ambulatory scheduling areas (e.g., Primary Care, Specialty, Physician Referral) or all radiology modalities (e.g., Breast Imaging, CT, MRI, Ultrasound, NM, etc.).
• Answers all telephone calls within your work assignment as designated by your 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.
• Performs outreach to patients via telephone or other electronic means to convert referrals to scheduled appointments.
• Understands and becomes a subject matter expert with MyChart \ MyRushApp support lines.
• Proactively identifies and assists with outstanding referrals, orders, and patient needs. Assesses the caller’s need, responds with critical judgment, and ensures the appropriate resolution for the inquiry or issue. Understands when to escalates calls to nurse, and/or RMG 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 monitors and escalates areas of concern or uncertainty relating to the practices and suggests resolutions around access, capacity management, disposition of medical questions, workflows, and/or Epic build issues.
• Exhibits mastery of specialized RMG 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.
• Adheres to service specialized workflows for multiple specialty departments across several service lines. 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 RMG revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities. This includes discussing the patient’s financial responsibility for their upcoming visit, outstanding balances, and referral requirements based on Rush contracts.
• 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, payment categories, and the billing procedures of Rush University Medical Group.
• Exhibits sensitivity to patient health information and protects confidentiality. Maintains privacy at all times for patient and employee information.
• Enhances the reputation of the RMG 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.
• Promotes a positive and productive environment, supporting teamwork and communication, along with the ability to shadow and training new hires.
• Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RMG Access Center.
• Utilizes customer service skills to exceed the patient’s needs.
• Performs other duties as assigned.

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.