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 significant issues to the Team Lead or Operations Coordinator.

• Ensure 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 alternatives when appointments do not succeed.

• Inform patients regarding challenges in securing financial accounts.

• Provide out-of-pocket estimates upon request.

• Offer training and education as necessary.

• Manage schedules effectively and complete assignments punctually.

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

• Participate in Quality Assurance reviews to maintain patient data integrity.

• Utilize service recovery skills to address problems and service disruptions.

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

• Collect authorization numbers within relevant systems.

• Support staff in departments that provide direct patient care.

• Use online order retrieval systems to confirm or print patient orders.

• Verify insurance eligibility and benefit levels utilizing online tools or phone calls.

• Complete precise handoff instructions and notes in Epic.

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

• Send clear and grammatically correct Epic messages and telephone encounters.

• Prevent patient visit issues by meticulously checking tests, preparation requirements, scheduling conflicts, times, locations, and duplicate records.

• Collect and verify the minimum data set necessary for complete registration.

• Analyze account activity to identify issues and initiate resolutions.

• Recommend improvements to procedures and processes.

• Participate in quality improvement initiatives within the department.

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

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

• Perform additional duties as assigned by management.

⛳️ Requirements

• High School diploma or equivalent.

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

• Strong interpersonal, verbal, and written communication skills.

• Competence in computer data entry and typing.

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

• Basic computer skills.

• Typing proficiency of at least 40 words per minute.

• Capability to manage multiple tasks simultaneously.

• Strong customer service orientation.

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

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

• Completion of a criminal history background check is required if offered the position.

• Submission of an authorization and disclosure form for the background check is mandatory.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching.

• Lifecycle benefits.

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

• Protection against unexpected life events.