Patient Access Specialist

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

📋 Description

• Embrace the Patients First philosophy and deliver exceptional customer service.

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

• Uphold patient confidentiality in accordance with HIPAA regulations.

• Gather and document patient demographic information.

• Schedule and guide patients through the Northwestern Medicine systems.

• Reach out to patients to arrange appointments.

• Conduct medical necessity evaluations and provide options if appointments are missed.

• Alert patients to issues with securing financial accounts.

• Generate out-of-pocket estimates.

• Offer training and education as required.

• Oversee work schedules and ensure timely completion of tasks.

• Engage in cross-training across departments to guarantee coverage.

• Participate in Quality Assurance evaluations.

• Address service breakdowns utilizing service recovery techniques.

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

• Collect authorization numbers in relevant systems.

• Facilitate communication across units and departments while resolving operational challenges.

• Verify or print patient orders through online retrieval systems.

• Confirm insurance eligibility and benefit levels using online resources or by phone.

• Complete handoff instructions and notes in Epic.

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

• Dispatch accurate Epic Messages and telephone encounters.

• Prevent issues related to patient visits by verifying tests, preparation, scheduling conflicts, times, locations, and avoiding duplicate records.

• Collect and refresh mandatory registration data.

• Analyze account activity and initiate resolutions.

• Assess procedures and propose enhancements for customer service and operational efficiency.

• Engage in quality-improvement initiatives.

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

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

• Execute other duties assigned by the manager.

⛳️ Requirements

• High School diploma or equivalent.

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

• Outstanding interpersonal, verbal, and written communication abilities.

• Proficient in computer data-entry and typing.

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

• Basic computer skills.

• Capability to type at least 40 words per minute.

• Strong multitasking skills.

• Customer service-oriented mindset.

• 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.

• Ability to adhere to HIPAA regulations, as well as organizational policies, procedures, and regulatory/accreditation standards.

• Must undergo a criminal-history background check and complete an authorization/disclosure form if offered the position.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching.

• Lifecycle benefits.

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

• Protection for unforeseen life events.