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.

• Accurately identify and collect patient demographic information.

• Schedule and guide patients through the Northwestern Medicine systems.

• Proactively contact patients to arrange appointments.

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

• Inform patients about challenges related to securing financial accounts.

• Provide out-of-pocket estimates to patients.

• Offer training and education as required.

• Organize work schedules and ensure timely completion of assignments.

• Engage in cross-training across various departments.

• Contribute to Quality Assurance reviews.

• Employ service recovery skills to resolve service breakdowns.

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

• Gather authorization numbers within relevant systems.

• Collaborate with different units and departments to address operational challenges.

• Verify or print patient orders using online retrieval systems.

• Confirm insurance eligibility and benefit levels.

• Complete precise handoff instructions and Epic notes.

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

• Send accurate Epic Messages and document telephone encounters.

• Prevent patient-visit issues by reviewing tests, preparation, timing, location, and avoiding duplicate records.

• Finalize patient registration by collecting and verifying essential data.

• Analyze account activities and initiate resolutions.

• Propose process enhancements and engage in quality improvement initiatives.

• Monitor registration, scheduling, and insurance verification to meet quality standards.

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

• Perform additional duties as assigned by the manager.

⛳️ Requirements

• High School diploma or equivalent qualification.

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

• Outstanding interpersonal, verbal, and written communication skills.

• Proficient in computer data entry and typing.

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

• Basic computer skills required.

• Ability to type at least 40 words per minute.

• Strong multitasking abilities.

• 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.

• Successful completion of the required background check upon hiring.

🏝️ Benefits

• Competitive benefits package.

• Tuition reimbursement opportunities.

• Loan forgiveness programs.

• 401(k) matching contributions.

• Lifecycle benefits.

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

• Protection against unexpected life events.