Patient Access Specialist

Northwestern Medicine; Lake Forest (IL); On-site; USD 35,000 - 45,000; Full time

Job summary

Northwestern Medicine seeks a Patient Access Specialist to provide exceptional customer service and ensure efficient patient scheduling and registration. The role requires strong communication skills, attention to detail, and the ability to manage multiple tasks effectively. Join a team dedicated to improving healthcare and making a positive impact on patient experiences.

Benefits

Tuition reimbursement

Loan forgiveness

401(k) matching

Qualifications

• 2-3 years customer service or medical office experience required.
• Excellent interpersonal, verbal, and written communication skills.

Responsibilities

• Provide exceptional customer service to patients.
• Schedule appointments and perform medical necessity checks.
• Maintain patient confidentiality per HIPAA regulations.

Skills

Customer service

Communication

Organizational skills

Problem-solving

Education

High School diploma or equivalent

Tools

Epic

Computer applications

Job description

16 hours ago Be among the first 25 applicants

Company Description

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits, including tuition reimbursement, loan forgiveness, 401(k) matching, and lifecycle benefits. Ready to join our quest for better?

Job 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:

• Practice Patients First philosophy and adhere to high customer service standards, fostering a team atmosphere.
• Respond to questions and concerns.
• Forward, direct, and notify Team Lead or Operations Coordinator of extraordinary issues as necessary.
• Maintain patient confidentiality per HIPAA regulations.
• Provide exceptional customer service to patients, establishing a positive first impression of Northwestern Medicine.
• Exceed all consumer requests and escalate issues to management as needed.
• Identify and collect patient demographic information according to organization standards.
• Interact with hospital departments and physician offices to schedule and direct patients effectively within NMHC systems.
• Schedule appointments and perform medical necessity checks, communicating options if appointments fail.
• Inform patients of issues with securing financial accounts.
• Complete out-of-pocket estimations as requested.
• Provide training and education as needed.
• Manage work schedule efficiently, completing tasks on time.
• Complete other duties assigned by the manager.
• Participate in cross-training to ensure coverage across departments.
• Participate in Quality Assurance reviews to ensure data integrity.
• Use effective service recovery skills to resolve problems or service breakdowns.
• Follow department and hospital policies and procedures.
• Ensure patient safety and financial security.
• Perform other duties as assigned.

Communication and Collaboration:

• Communicate with patients regarding physician referrals, insurance, and consultations.
• Collect authorization numbers in appropriate systems.
• Create a professional environment for communication across units/departments.
• Attend intra/interdepartmental meetings as needed.
• Communicate customer satisfaction issues to relevant individuals.
• Demonstrate teamwork by assisting coworkers across departments.
• Respect diverse opinions and styles, acknowledging contributions.
• Support internal customers providing direct patient care.
• Accommodate all communication abilities.

Technology:

• Utilize online order retrieval systems to verify or print patient orders.
• Verify insurance eligibility and benefits using online tools or phone.
• Document instructions and notes accurately in Epic.
• Use computer applications efficiently.
• Perform real-time insurance eligibility checks and follow policies accordingly.
• Send descriptive and grammatically correct Epic messages and telephone encounters.

Efficiency, Process Improvement, and Business Growth:

• Proactively prevent issues by double-checking test types, preparations, and scheduling details.
• Ensure complete registration with accurate data collection and verification.
• Understand and monitor departmental quality metrics.
• Analyze account activity, identify problems, and initiate resolutions.
• Suggest process improvements for customer service and efficiency.
• Participate in quality improvement activities.
• Monitor registration and scheduling, including insurance verification.
• Adjust processes to meet standards.
• Use resources efficiently and assist in training new staff.
• Adapt to schedule changes reflecting business needs.
• Stay informed of healthcare policy changes.

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 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 patient scheduling and registration.

Additional Information: Northwestern Medicine is an equal opportunity employer and does not discriminate based on protected statuses. Benefits include tools and resources for physical, emotional, and financial well-being. Visit our Benefits section to learn more.