Patient Access Specialist

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

📋 Description

• Uphold the Patients First philosophy and ensure exceptional customer service standards.

• Address patient inquiries and concerns, escalating significant issues to the Team Lead or Operations Coordinator.

• Safeguard patient confidentiality in accordance with HIPAA regulations.

• Accurately identify and gather patient demographic information.

• Schedule and guide patients through the Northwestern Medicine systems.

• Reach out to patients to arrange appointments.

• Conduct medical necessity evaluations and communicate options when appointments do not proceed.

• Inform patients about challenges related to securing financial accounts.

• Execute out-of-pocket estimations.

• Provide necessary training and educational support.

• Manage schedules effectively and complete tasks punctually.

• Engage in cross-training across departments to ensure comprehensive coverage.

• Take part in Quality Assurance evaluations.

• Resolve service disruptions utilizing service recovery skills.

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

• Collect authorization numbers within the appropriate systems.

• Collaborate with various units and departments to tackle 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 documentation in Epic.

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

• Send precise Epic messages and telephone encounters.

• Prevent issues during patient visits by verifying tests, preparation needs, conflicts, timings, locations, and duplicate records.

• Update and complete patient registration data.

• Analyze account activity and initiate appropriate resolutions.

• Propose and execute process improvements.

• Monitor registration, scheduling, and insurance verification for compliance with 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 an equivalent qualification.

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

• Outstanding interpersonal, verbal, and written communication abilities.

• Proficient in computer data entry and typing.

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

• Basic computer skills are required.

• Ability to type at a speed of 40 words per minute.

• Strong multi-tasking capabilities.

• Customer service-oriented attitude.

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

• Additional education is preferred.

• Proficiency in additional languages is advantageous.

• Experience in healthcare finance and/or healthcare insurance is preferred.

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

• Successful completion of a mandatory background check and authorization/disclosure form will be required upon job offer.

🏝️ Benefits

• Competitive benefits package.

• Tuition reimbursement available.

• Loan forgiveness options.

• 401(k) matching contributions.

• Lifecycle benefits.

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

• Coverage for unexpected life events.