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

Northwestern Medicine; Chicago (IL); Remote; USD 35,000 - 55,000; Full time

Job summary

An established healthcare provider is seeking a dedicated Patient Access Specialist to join their team. This role emphasizes the importance of patient service and requires a commitment to maintaining high standards of care. You will be responsible for ensuring a seamless patient experience, from scheduling appointments to verifying insurance eligibility. The ideal candidate will possess strong communication skills and a customer-oriented mindset, with the ability to handle multiple tasks efficiently. This is a fantastic opportunity to make a positive impact in the healthcare field while working in a supportive and collaborative environment.

Qualifications

• 2-3 years of customer service or medical office experience required.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Provide exceptional customer service and maintain patient confidentiality.
• Communicate effectively with patients and assist with scheduling.

Skills

Customer Service

Communication Skills

Organizational Skills

Problem Solving

Data Entry

Multi-tasking

Education

High School Diploma or Equivalent

Additional Education

Tools

Epic

Online Order Retrieval Systems

Job description

Remote work from Illinois, Wisconsin, Indiana, and Iowa

Description

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

Responsibilities:

• Consistently practices Patients First philosophy and adheres to high standards of customer service.
• Responds to questions and concerns.
• Forwards, directs, and notifies Team Lead or Operations Coordinator of extraordinary issues as necessary.
• Maintains patient confidentiality per HIPAA regulations.
• Provides exceptional customer service to patients.
• Exceeds all consumer requests and alerts management of issues or concerns that require escalation.
• Correctly identifies and collects patient demographic information in accordance with organization standards.
• Interacts with various hospital departments and physicians offices to effectively schedule and direct patients through the NMHC systems.
• Reaches out to patients to schedule an appointment as defined.
• Performs medical necessity checks as necessary for scheduled services.
• Informs patients of any issues with securing the financial account for their encounter.
• Completes out-of-pocket estimations as requested by patients.
• Provides training and education as needed.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Completes other duties assigned by manager.
• Cross-training between various departments will take place to ensure coverage.
• Participates in Quality Assurance reviews to ensure integrity of patient data information.
• Uses effective service recovery skills to solve problems or service breakdowns when they occur.
• Utilizes department and hospital policies and procedures to complete assigned tasks.
• Adheres to all department policies and compliance requirements.
• Avoids putting patient in financial or safety risk.
• Other duties as assigned.

Communication and Collaboration:

• Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations.
• Collects authorization numbers in appropriate systems as applicable.
• Provides professional and constructive environment for communication across units/departments.
• May attend intra/interdepartmental meetings.
• Communicates customer satisfaction issues to appropriate individuals.
• Demonstrates teamwork by helping co-workers within and across departments.
• Communicates effectively with others, respects diverse opinions and styles.
• Interacts with internal customers to provide excellent support service to staff in departments which provide direct patient care.
• Accommodates all levels of communication ability.

Technology:

• Utilizes multiple online order retrieval systems to verify or print the patients order.
• Verifies insurance eligibility and benefit levels through the use of online tools.
• Completes accurate handoff instructions and notes to scheduling staff.
• Demonstrates ability to use all computer applications efficiently.
• Runs real time eligibility (RTE) on all patients to verify insurance.
• Sends quality Epic Messages/Telephone encounters that are descriptive and grammatically correct.

Efficiency, Process Improvement, and Business Growth:

• Proactive in preventing issues with patient visit by double checking type of test, preps required, assuring no conflict with other tests.
• Understands minimum data set required for a complete registration.
• Understands departmental and individual quality metrics.
• Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
• Evaluates procedures and suggests improvements to enhance customer service and operational efficiency.
• Participates in departmental quality improvement activities.
• Provides ideas and suggestions for process improvements within the department.
• Monitors registration and scheduling, including insurance verification.
• Adjusts processes as needed to meet standards.
• Uses organizational and unit/department resources efficiently.
• Acts as a training resource for new staff.
• Understands that schedule may change to reflect shifting business needs.
• Evolves and learns as healthcare policies change.

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.
• Ability to type 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 healthcare insurance experience.
• Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.

EOE including Disabled and Veterans.

Equal Opportunity

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