Patient Access Specialist

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

📋 Description

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

• Address patient inquiries and concerns, escalating complex issues as needed.

• Uphold patient confidentiality in line with HIPAA regulations.

• Gather and record patient demographic information.

• Schedule and guide patients through Northwestern Medicine systems.

• Reach out to patients to arrange appointments.

• Conduct medical necessity checks and communicate options when appointments are not feasible.

• Inform patients regarding financial account matters and prepare out-of-pocket estimates.

• Provide necessary training and education.

• Engage in cross-department training programs.

• Participate in quality assurance assessments and quality improvement initiatives.

• Address service breakdowns utilizing service recovery techniques.

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

• Collect authorization numbers and give handoff instructions to scheduling personnel.

• Verify orders, insurance eligibility, and benefit levels through online systems and telephone.

• Accurately document notes and Epic messages/telephone encounters in Epic.

• Prevent visit complications by verifying tests, preparation requirements, locations, times, duplicate records, and order retrieval.

• Gather and confirm registration data while overseeing registration, scheduling, and insurance verification.

• Analyze account activity, identify issues, and initiate resolutions.

• Recommend process enhancements and serve as a training resource for staff.

• Perform other assigned tasks and adjust schedules to meet evolving business requirements.

⛳️ Requirements

• High School diploma or its equivalent.

• 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 skills.

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

• Basic computer proficiency.

• Ability to type at least 40 words per minute.

• Competent in managing multiple tasks simultaneously.

• 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.

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

• Must complete a background check authorization and disclosure if offered the position.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching.

• Lifecycle benefits.

• Competitive benefits that promote physical, emotional, and financial well-being.

• Background check and employment process compliant with relevant laws.