Patient Access Specialist

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

📋 Description

• Uphold the Patients First philosophy and ensure exceptional customer service standards.

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

• Ensure patient confidentiality in accordance with HIPAA regulations.

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

• Accurately identify and gather patient demographic information.

• Schedule and guide patients through Northwestern Medicine systems.

• Reach out to patients to arrange appointments.

• Conduct medical necessity checks and discuss options when appointments are missed.

• Inform patients regarding any challenges with securing financial accounts.

• Perform out-of-pocket estimations.

• Provide necessary training and education as required.

• Organize schedules and complete tasks punctually.

• Cross-train among departments to ensure adequate coverage.

• Engage in quality assurance reviews of patient data.

• Address service breakdowns utilizing service recovery techniques.

• Relay physician referral, insurance referral, and consultation information.

• Collect authorization numbers within relevant systems.

• Collaborate across units and departments to tackle operational challenges.

• Verify or print patient orders using online retrieval systems.

• Confirm insurance eligibility and benefits through online tools or phone communication.

• Accurately document handoff instructions and notes in Epic.

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

• Compose clear and grammatically correct messages and telephone encounters in Epic.

• Prevent patient visit concerns by verifying tests, preparation requirements, scheduling conflicts, timing, location, and duplicate records.

• Gather and confirm the minimum registration data set.

• Analyze account activity and initiate appropriate resolutions.

• Propose process enhancements and take part in quality improvement initiatives.

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

• Serve as a training resource for new personnel and colleagues.

• Carry out other responsibilities assigned by management.

⛳️ Requirements

• High School diploma or equivalent qualification.

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

• Exceptional interpersonal, verbal, and written communication abilities.

• Proficient in computer data entry and typing.

• Capability to read, write, and communicate effectively in English.

• Basic computer skills.

• Typing speed of 40 wpm.

• Ability to handle multiple tasks simultaneously.

• Strong customer service orientation.

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

• Additional education is preferred.

• Proficiency in additional languages is preferred.

• Experience in healthcare finance and/or healthcare insurance is preferred.

• Knowledge and experience in a healthcare environment, particularly in patient scheduling and/or registration, is preferred.

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

• Must complete an authorization and disclosure form for the background check.

🏝️ Benefits

• Competitive benefits package.

• Tuition reimbursement opportunities.

• Loan forgiveness options.

• 401(k) matching contributions.

• Lifecycle benefits.

• Employee resources that support physical, emotional, and financial well-being.

• Protection against unforeseen life events.