Patient Access Navigator: Caring Intake & Scheduling

01 ETCH East Tennessee Children's Hospital Association, Inc.; United States; Hybrid; USD 38,000 - 48,000; Full time

Job summary

01 ETCH East Tennessee Children's Hospital Association, Inc. seeks a dynamic contact center professional to serve as the primary liaison for patients and families.

You will handle patient registration, verify insurance, schedule appointments, and resolve billing issues while upholding confidentiality and hospital policies. The role requires excellent communication skills, data entry accuracy, and the ability to work with scheduling systems and medical records.

Qualifications

• High School Diploma or GED preferred.
• Prior experience in a call center and healthcare setting preferred.
• License or certification not required.

Responsibilities

• Answer incoming telephone calls in a courteous and helpful manner and relay messages while maintaining confidentiality.
• Field outbound calls such as insurance referrals, medical records requests, and waitlist management.
• Register new patients and update patient information in the scheduling system.
• Verify and create subscriber information in the computer system.
• Copy, file, and retrieve medical records as requested.
• Schedule follow‑up appointments and provide necessary forms for parents.
• Interview and identify legal guardians to obtain necessary information.
• Help identify problems to ensure clean first submission claims.
• Review procedure and diagnosis codes; work with RBO to appeal denials.
• Maintain professionalism, privacy, confidentiality, and compliance with hospital policies.
• Handle patient/family complaints confidentially and within 24 hours.
• Support effective department‑wide relationships and teamwork.
• Complete all required training and practice education.
• Mentor new staff and provide leadership as needed.
• Accept other assignments as requested.
• Utilize hospital resources efficiently and maintain a safe work area.
• Balance credit card machines and provide financial information to ETCH Financial Services team.

Skills

Interpersonal communication

Verbal communication

Written communication

Data entry and databases

Education

High School Diploma or GED preferred

Tools

Calendar applications

Databases

Job description

01 ETCH East Tennessee Children's Hospital Association, Inc. seeks a dynamic contact center professional to serve as the primary liaison for patients and families.

You will handle patient registration, verify insurance, schedule appointments, and resolve billing issues while upholding confidentiality and hospital policies. The role requires excellent communication skills, data entry accuracy, and the ability to work with scheduling systems and medical records.