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 unusual issues when necessary.

• Safeguard patient confidentiality in compliance with HIPAA regulations.

• Gather and accurately record 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 appointment options.

• Inform patients regarding challenges in securing financial accounts.

• Provide out-of-pocket estimations upon request.

• Offer training and education as required.

• Manage schedules efficiently and complete tasks on time.

• Cross-train in various departments to guarantee adequate coverage.

• Engage in quality assurance reviews of patient data.

• Utilize service recovery skills to address service breakdowns.

• Relay information concerning physician referrals, insurance referrals, and consultations.

• Collect authorization numbers within relevant systems.

• Collaborate with various units and departments to resolve operational challenges.

• Verify or print patient orders using online retrieval systems.

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

• Complete handoff instructions and document within Epic.

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

• Send precise Epic messages and manage telephone encounters.

• Thoroughly review tests, preparation requirements, timing, location, and duplicate patient records.

• Collect and verify registration data, updating registration systems accordingly.

• Analyze account activity and initiate suitable resolutions.

• Propose and engage in process and quality enhancements.

• 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 management.

⛳️ Requirements

• High School diploma or equivalent qualification.

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

• Exceptional interpersonal, verbal, and written communication abilities.

• 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.

• Skilled in multitasking.

• Strong customer service orientation.

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

• 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 setting, particularly in patient scheduling and/or registration, is preferred.

• Ability to adhere to HIPAA, organizational policies, and regulatory/accreditation standards.

• Capable of completing required background check authorization and disclosure.

🏝️ Benefits

• Competitive benefits package.

• Tuition reimbursement opportunities.

• Loan forgiveness options.

• 401(k) matching contributions.

• Lifecycle benefits.

• Resources for employee physical, emotional, and financial well-being.

• Protection against unexpected life events.