Patient Access Specialist

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Uphold the Patients First philosophy while ensuring exceptional customer-service standards.

• Address patient inquiries and concerns, escalating any extraordinary issues to the Team Lead or Operations Coordinator.

• Safeguard patient confidentiality in compliance with HIPAA regulations.

• Deliver outstanding customer service to create a welcoming first impression.

• Gather and record accurate patient demographic details.

• Schedule and guide patients through the Northwestern Medicine systems.

• Reach out to patients for appointment scheduling.

• Conduct medical necessity assessments and discuss options when appointments are not successful.

• Inform patients regarding complications with securing financial accounts.

• Generate out-of-pocket cost estimates.

• Provide necessary training and education as required.

• Manage schedules and fulfill assignments punctually.

• Engage in cross-training across departments to ensure adequate coverage.

• Participate in Quality Assurance evaluations and quality-improvement initiatives.

• Address service breakdowns utilizing service-recovery skills.

• Relay information about referrals, insurance, and consultations.

• Collect authorization numbers and create precise handoff notes in Epic.

• Verify insurance eligibility and benefits through online tools or via phone.

• Conduct real-time eligibility checks and adhere to out-of-network policies.

• Compose clear, grammatically correct messages and telephone encounters within Epic.

• Prevent visit-related issues by confirming tests, preparations, timings, locations, orders, and avoiding duplicate records.

• Complete and update patient registration information.

• Monitor registration, scheduling, and insurance verification processes against quality standards.

• Analyze account activities, resolve issues, and propose process enhancements.

• Act as a training resource for new staff and a workflow resource for colleagues.

• Execute other responsibilities as assigned by the manager.

⛳️ Requirements

• High School diploma or equivalent.

• 2-3 years of experience in customer service or a medical office setting.

• Exceptional interpersonal, verbal, and written communication abilities.

• Proficient in data entry and typing on computers.

• Capable of reading, writing, and communicating effectively in English.

• Basic computer skills are required.

• Ability to type at least 40 words per minute.

• Competent in multi-tasking.

• Strong customer service orientation.

• Excellent organizational, time management, analytical, and problem-solving skills.

• Must pass a criminal-history background check if offered the position.

• Preferred: Additional education beyond high school.

• Preferred: Proficiency in additional languages.

• Preferred: Experience in healthcare finance and/or healthcare insurance.

• Preferred: Knowledge and experience within a healthcare environment, particularly in patient scheduling and/or registration.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching.

• Lifecycle benefits.

• Comprehensive benefits supporting physical, emotional, and financial well-being.

• Protection for unexpected life events.

• Equal opportunity employer.