Patient Access Specialist

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

📋 Description

• Embrace the Patients First philosophy while delivering exceptional customer service.

• Address patient inquiries and concerns, escalating unique issues when necessary.

• Uphold patient confidentiality in accordance with HIPAA regulations.

• Gather and verify patient demographic information.

• Schedule and guide patients through the Northwestern Medicine systems.

• Reach out to patients to arrange appointments.

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

• Inform patients regarding financial account matters and provide estimates for out-of-pocket costs.

• Offer training and educational support as required.

• Complete tasks and responsibilities within designated timelines.

• Cross-train among departments to ensure adequate coverage.

• Engage in quality assurance reviews of patient data.

• Troubleshoot service breakdowns utilizing service recovery techniques.

• Relay information concerning physician and insurance referrals, as well as consultation details.

• Collect authorization numbers using the relevant systems.

• Work collaboratively across departments to resolve operational challenges.

• Verify or print patient orders through online retrieval systems.

• Check insurance eligibility and benefit levels using online resources or via phone.

• Accurately document handoff instructions and notes in Epic.

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

• Prevent appointment issues by carefully reviewing tests, preparation requirements, scheduling conflicts, timing, location, and order retrieval.

• Complete and refresh patient registration information.

• Analyze account activities and initiate resolutions.

• Propose and engage in process and quality enhancements.

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

• Act as a training resource for new team members 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 medical office settings.

• Outstanding interpersonal, verbal, and written communication abilities.

• Proficiency in data entry and typing on computers.

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

• Basic computer skills are required.

• Typing speed of at least 40 words per minute.

• Ability to handle multiple tasks simultaneously.

• Strong customer service orientation.

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

• Ability to maintain patient confidentiality in compliance with HIPAA regulations.

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

• Must complete a background check authorization and disclosure form if selected for the position.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching.

• Lifecycle benefits.

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

• Protection for unforeseen life events.

• Remote work option.