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 significant issues to the Team Lead or Operations Coordinator.

• Safeguard patient confidentiality in compliance with HIPAA regulations.

• Gather and verify patient demographic details.

• Schedule and guide patients through the Northwestern Medicine systems.

• Contact patients to arrange appointments.

• Conduct medical necessity checks and communicate alternatives when appointments do not succeed.

• Inform patients regarding challenges in securing financial accounts for encounters.

• Provide out-of-pocket estimates upon request.

• Deliver training and education as required.

• Manage schedules and ensure timely completion of assignments.

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

• Participate in Quality Assurance evaluations of patient data integrity.

• Address service breakdowns utilizing service recovery skills.

• Communicate information regarding physician referrals, insurance referrals, and consultations.

• Collect authorization numbers and facilitate interdepartmental communication.

• Utilize online order retrieval systems to verify or print patient orders.

• Confirm insurance eligibility and benefits using online tools or via phone.

• Complete handoff instructions and notes in Epic.

• Execute real-time eligibility checks while adhering to out-of-network policies.

• Send accurate Epic messages and handle telephone encounters.

• Prevent visit-related issues by verifying tests, preparation requirements, timings, locations, orders, and duplicate records.

• Collect and update necessary registration information.

• Analyze account activity and initiate resolutions.

• Propose process enhancements and engage in quality improvement initiatives.

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

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

• Perform additional duties as assigned by the manager.

⛳️ Requirements

• High School diploma or equivalent.

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

• Strong interpersonal, verbal, and written communication skills.

• Competence in computer data entry and typing.

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

• Basic computer skills.

• Capable of typing 40 words per minute.

• Ability to manage multiple tasks simultaneously.

• Customer service-oriented mindset.

• Exceptional organizational, time management, analytical, and problem-solving abilities.

• Preferred: Additional education.

• Preferred: Proficiency in additional languages.

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

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

• Required to complete an authorization and disclosure form for a criminal history background check if offered the position.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching.

• Lifecycle benefits.

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

• Equal opportunity employment.

• Background check process assessed on a case-by-case basis in accordance with applicable laws.