Patient Access Specialist

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

📋 Description

• Uphold the Patients First philosophy while ensuring high standards of customer service.

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

• Safeguard patient confidentiality in compliance with HIPAA regulations.

• Deliver outstanding customer service, creating a welcoming first impression.

• Gather and record patient demographic information accurately.

• Schedule and guide patients through Northwestern Medicine systems.

• Reach out to patients to arrange appointments.

• Conduct medical necessity checks and communicate options when appointments cannot be fulfilled.

• Inform patients regarding challenges with securing financial accounts.

• Provide estimates for out-of-pocket expenses.

• Offer training and educational support as required.

• Manage schedules and fulfill assignments punctually.

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

• Participate in Quality Assurance evaluations.

• Address service breakdowns utilizing service recovery techniques.

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

• Collect authorization numbers within relevant systems.

• Collaborate across units and departments to address operational challenges.

• Verify or print patient orders using online retrieval systems.

• Confirm insurance eligibility and benefit levels through online tools or phone communication.

• Complete precise handoff instructions and Epic notes.

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

• Mitigate patient-visit issues by confirming tests, preparation requirements, scheduling conflicts, time, location, and duplicate records.

• Maintain comprehensive registration data and update registration systems as necessary.

• Analyze account activity and initiate resolutions effectively.

• Propose and execute process improvements.

• Oversee quality standards for registration, scheduling, and insurance verification.

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

• Perform additional assigned duties as required.

⛳️ Requirements

• High School diploma or equivalent.

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

• Strong interpersonal, verbal, and written communication skills.

• Proficient in computer data entry and typing.

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

• Basic computer skills.

• Ability to type at least 40 words per minute.

• Skilled in multi-tasking.

• Customer service-oriented.

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

• Preferred: Additional educational qualifications.

• Preferred: Proficiency in additional languages.

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

• Preferred: Familiarity with healthcare settings, particularly in patient scheduling and/or registration.

• Must complete an authorization and disclosure form for a background check if the position is offered.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching.

• Lifecycle benefits.

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

• Protection against unexpected life events.

• Equal opportunity employment.

• Background check process evaluated on a case-by-case basis, conducted in accordance with applicable laws.