Patient Access Specialist- Customer Service, Full time, Days (Remote - Must reside in IL, IN, I[...]

Northwestern Medicine; Chicago (IL); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading healthcare provider is seeking a Patient Access Specialist to join their team. This role focuses on delivering exceptional customer service while managing patient interactions and ensuring compliance with regulations. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to multitask in a fast-paced environment. Join us in making a difference in patient care and enjoy a comprehensive benefits package.

Benefits

Tuition Reimbursement

Loan Forgiveness

401(k) Matching

Qualifications

• 2-3 years of customer service or medical office experience.
• Ability to read, write, and communicate effectively in English.

Responsibilities

• Respond to patient questions and concerns.
• Accurately collect and verify patient demographic information.
• Schedule appointments and perform medical necessity checks.

Skills

Customer Service

Communication

Organizational Skills

Problem Solving

Education

High School diploma or equivalent

Job description

Patient Access Specialist - Customer Service, Full-time, Days (Remote - Must reside in IL, IN, IA, or WI)

Company Description
At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach sets us apart as a leader in healthcare. Join our team and contribute to better healthcare across the Northwestern Medicine system. We offer 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 aligns with NMHC's mission, vision, and values, adheres to the Code of Ethics, Corporate Compliance Program, and complies with all policies, procedures, guidelines, and regulatory standards.

Responsibilities

1. Practice Patients First philosophy and uphold high customer service standards, fostering a team environment.
2. Respond to patient questions and concerns.
3. Notify Team Lead or Operations Coordinator of extraordinary issues.
4. Maintain patient confidentiality per HIPAA regulations.
5. Provide exceptional customer service to create a positive first impression.
6. Exceed consumer requests and escalate issues when necessary.
7. Accurately collect and verify patient demographic information.
8. Coordinate with hospital departments and physicians to schedule and guide patients effectively.
9. Schedule appointments and perform medical necessity checks, communicating options if issues arise.
10. Inform patients of financial account issues and complete out-of-pocket estimations.
11. Provide training and education as needed.
12. Manage schedule efficiently and complete tasks on time.
13. Perform other duties as assigned by management.
14. Participate in cross-training for department coverage.
15. Engage in Quality Assurance reviews to ensure data integrity.
16. Apply effective service recovery skills during service breakdowns.
17. Follow departmental policies, procedures, and compliance requirements.
18. Avoid putting patients at financial or safety risk.

Communication and Collaboration

1. Communicate with patients about referrals, insurance, and consultations.
2. Record authorization numbers in appropriate systems.
3. Foster professional communication across departments and resolve operational issues.
4. Attend intra/interdepartmental meetings as needed, involving campus walking.
5. Report patient satisfaction issues to appropriate personnel.
6. Support teamwork and respect diverse opinions and styles.
7. Assist internal customers and support staff in direct patient care departments.
8. Accommodate all communication levels.

Technology

1. Use online order retrieval systems to verify or print patient orders.
2. Verify insurance eligibility and benefits via online tools or phone.
3. Provide detailed handoff instructions to scheduling staff, noting appropriately in Epic.
4. Efficiently use all relevant computer applications.
5. Perform real-time insurance eligibility checks and follow applicable policies.
6. Send clear and grammatically correct Epic messages and telephone encounters.

Efficiency, Process Improvement, and Business Growth

1. Proactively prevent visit issues by verifying test types, preparations, and schedules.
2. Ensure complete registration data collection and verification.
3. Understand and monitor quality metrics.
4. Analyze account activity, identify issues, and initiate resolutions.
5. Suggest and participate in process improvements and quality initiatives.
6. Monitor registration and scheduling processes to meet standards.
7. Use resources efficiently and serve as a training resource for new staff.
8. Adapt to schedule changes based on business needs and healthcare policy updates.

Qualifications

Required:

• High School diploma or equivalent
• 2-3 years of customer service or medical office experience
• Excellent communication skills
• Proficiency in data-entry and typing
• Ability to read, write, and communicate effectively in English
• Basic computer skills and ability to type 40 wpm
• Ability to multitask and provide excellent customer service
• Strong organizational, time management, and problem-solving skills

Preferred:

• Additional education or language skills
• Healthcare finance or insurance experience
• Experience in patient scheduling or registration

Additional Information

Northwestern Medicine is an equal opportunity employer and values diversity in the workplace.

Benefits

We offer a comprehensive benefits package to support your well-being. Visit our Benefits section for more details.