Patient Access Specialist- Hospital Operator Services, Full time, Overnights

Northwestern Medicine; Geneva (IL); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in healthcare is seeking a dedicated Patient Access Specialist to enhance patient experiences and streamline operations. This role involves providing exceptional customer service, managing patient information, and collaborating with various departments to ensure seamless patient access. Ideal candidates will possess strong communication skills and a commitment to quality care. Join a team that values innovation and excellence, and make a meaningful impact in the healthcare system while enjoying comprehensive benefits and a supportive work environment.

Benefits

Tuition Reimbursement

Loan Forgiveness

401(k) Matching

Lifecycle Benefits

Qualifications

• 2-3 years of customer service or medical office experience required.
• Strong organizational and time management skills are essential.

Responsibilities

• Provide exceptional customer service and maintain patient confidentiality.
• Schedule appointments and perform medical necessity checks.

Skills

Customer Service

Communication Skills

Data Entry

Organizational Skills

Problem-Solving

Education

High School Diploma

Tools

Epic

Computer Applications

Job description

Patient Access Specialist - Hospital Operator Services, Full time, Overnights

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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 regulatory standards.

Responsibilities:

1. Practice Patients First philosophy and high standards of customer service, fostering a team atmosphere.
2. Respond to 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 identify and collect patient demographic information.
8. Interact with hospital departments and physician offices to schedule and direct patients effectively.
9. Schedule appointments and perform medical necessity checks, communicating options to patients.
10. Inform patients of issues with financial accounts and complete out-of-pocket estimations.
11. Provide training and education as needed.
12. Manage work schedule efficiently, completing tasks on time.
13. Participate in Quality Assurance reviews and use effective service recovery skills.
14. Follow department policies and compliance requirements.
15. Ensure patient safety and financial security.
16. Perform other duties as assigned.

Communication and Collaboration:

1. Provide information about physician referrals, insurance, and consultations.
2. Collect authorization numbers and resolve operational issues.
3. Participate in meetings and communicate satisfaction issues.
4. Support team cooperation and respect diverse opinions.
5. Support internal customers and accommodate communication abilities.

Technology:

1. Use online systems to verify and print patient orders.
2. Verify insurance eligibility and benefits.
3. Record handoff instructions in Epic.
4. Use computer applications efficiently.
5. Perform real-time insurance eligibility checks.
6. Communicate descriptively via Epic Messages and telephone encounters.

Efficiency, Process Improvement, and Business Growth:

1. Prevent issues proactively, verify test details, and ensure no duplicate records.
2. Collect and verify essential registration data.
3. Understand quality metrics and analyze account activity.
4. Suggest and participate in process improvements.
5. Monitor registration and insurance verification standards.
6. Train new staff and adapt to changing healthcare policies.

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 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, analytical, and problem-solving skills.

Preferred:

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

Additional Information

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

Benefits

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