Patient Access Specialist

Northwestern Memorial Hospital; Chicago (IL); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading healthcare provider is seeking a Patient Access Specialist to deliver exceptional customer service and support patient scheduling and registration. The role requires strong communication skills, attention to detail, and the ability to work efficiently in a team environment. The ideal candidate will have experience in a medical office and be proficient in computer systems. Join us to make a difference in patient care and contribute to a supportive team culture.

Benefits

Wide range of benefits

Qualifications

• 2-3 years customer service or medical office experience.
• Proficiency in computer data-entry/typing.
• Ability to read, write, and communicate effectively in English.

Responsibilities

• Maintain patient confidentiality per HIPAA regulations.
• Provide exceptional customer service to establish a positive first impression.
• Interact with hospital departments to schedule and direct patients.

Skills

Customer service

Communication

Organizational skills

Problem-solving

Education

High School diploma or equivalent

Tools

Epic

Job description

Join to apply for the Patient Access Specialist role at Northwestern Memorial Hospital.

Description

The Patient Access Specialist reflects the mission, vision, and values of NMHC, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation standards.

Responsibilities

1. Practice Patients First philosophy and maintain high standards of customer service, setting an example for peers and fostering a team atmosphere.
2. Respond to questions and concerns.
3. Forward, direct, and notify Team Lead or Operations Coordinator of extraordinary issues as necessary.
4. Maintain patient confidentiality per HIPAA regulations.
5. Provide exceptional customer service to establish a positive first impression.
6. Exceed consumer requests and escalate issues to management as needed.
7. Identify and collect patient demographic information accurately.
8. Interact with hospital departments and physician offices to schedule and direct patients effectively.
9. Reach out to schedule appointments.
10. Perform medical necessity checks and communicate options if appointments fail.
11. Inform patients of issues with securing financial accounts.
12. Complete out-of-pocket estimations upon request.
13. Provide training and education as needed.
14. Manage work schedule efficiently to complete tasks on time.
15. Perform other duties as assigned by the manager.
16. Participate in cross-training to ensure coverage across departments.
17. Participate in Quality Assurance reviews to ensure data integrity.
18. Use effective service recovery skills to resolve problems.
19. Follow department and hospital policies and procedures.
20. Avoid putting patients at financial or safety risk.
21. Perform other duties as assigned.

Communication and Collaboration

1. Communicate information regarding physician referrals, insurance, and consultations.
2. Collect authorization numbers in appropriate systems.
3. Facilitate effective communication across units and departments.
4. Attend intra/interdepartmental meetings as needed.
5. Report customer satisfaction issues.
6. Demonstrate teamwork and respect diverse opinions.
7. Support staff providing direct patient care.
8. Accommodate all communication ability levels.

Technology

1. Utilize online systems to verify or print patient orders.
2. Verify insurance eligibility and benefits.
3. Provide clear handoff instructions to scheduling staff in Epic.
4. Use all computer applications efficiently.
5. Run real-time eligibility checks.
6. Send descriptive Epic messages and telephone encounters.

Efficiency, Process Improvement, and Business Growth

1. Proactively prevent issues by double-checking test types, preparations, and scheduling details.
2. Ensure complete registration by collecting and verifying critical data.
3. Understand and monitor quality metrics.
4. Analyze account activity and initiate resolutions.
5. Suggest process improvements.
6. Monitor registration and scheduling quality standards.
7. Adjust processes to meet standards.
8. Use resources efficiently.
9. Serve as a training resource for new staff and coworkers.
10. Adapt to schedule changes and evolving healthcare policies.

EOE including Disabled and Veterans.

Qualifications

Required:

• High School diploma or equivalent.
• 2-3 years customer service or medical office experience.
• Excellent interpersonal, verbal, and written communication skills.
• Proficiency in computer data-entry/typing.
• Ability to read, write, and communicate effectively in English.
• Basic computer skills.
• Type at least 40 wpm.
• Ability to multi-task.
• Customer service oriented.
• Excellent organizational, time management, analytical, and problem-solving skills.

Preferred:

• Additional education.
• Additional language skills.
• Healthcare finance and/or insurance experience.
• Experience in healthcare settings, especially patient scheduling or registration.

Equal Opportunity

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate based on age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected status.

Benefits

We offer a wide range of benefits to support employees' physical, emotional, and financial well-being. Visit our Benefits section to learn more.