Patient Access Specialist

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

📋 Description

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

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

• Safeguard patient confidentiality in compliance with HIPAA regulations.

• Gather and document patient demographic information.

• Coordinate and guide patients through the Northwestern Medicine systems.

• Proactively contact patients to arrange appointments.

• Conduct medical necessity assessments and discuss alternatives when appointments cannot be fulfilled.

• Inform patients about challenges related to securing financial accounts.

• Prepare out-of-pocket cost estimates.

• Provide training and education as necessary.

• Manage schedules efficiently and complete tasks punctually.

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

• Engage in Quality Assurance reviews.

• Resolve service breakdowns using effective service recovery techniques.

• Communicate with patients regarding physician referrals, insurance referrals, and consultations.

• Gather authorization numbers in relevant systems.

• Collaborate with various departments and assist staff in direct patient-care areas.

• Retrieve and confirm patient orders through online systems.

• Verify insurance eligibility and benefits using online resources or phone inquiries.

• Accurately document handoff instructions and notes in Epic.

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

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

• Prevent visit-related issues by verifying tests, preparation requirements, timing, location, and order retrieval.

• Ensure comprehensive registration data, update records, and eliminate duplicate patient records.

• Analyze account activities, identify issues, and initiate solutions.

• Propose and implement process enhancements.

• Monitor registration, scheduling, and insurance verification in accordance with quality standards.

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

• Perform any additional duties assigned by the manager.

⛳️ Requirements

• High School diploma or equivalent qualification.

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

• Outstanding 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.

• Typing speed of 40 words per minute.

• Ability to manage multiple tasks simultaneously.

• Customer service-focused.

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

• Preferred: Additional educational qualifications.

• Preferred: Proficiency in additional languages.

• Preferred: Experience in healthcare finance and/or healthcare insurance.

• Preferred: Knowledge and experience in a healthcare setting, particularly in patient scheduling and/or registration.

• Successful completion of the required background check and authorization/disclosure process if offered the position.

🏝️ Benefits

• Competitive benefits package.

• Tuition reimbursement opportunities.

• Loan forgiveness options.

• 401(k) matching contributions.

• Lifecycle benefits.

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

• Protection for unforeseen life events.