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 significant issues to the Team Lead or Operations Coordinator.

• Ensure patient confidentiality is maintained in line with HIPAA regulations.

• Gather and record patient demographic information accurately.

• Schedule and guide patients within the Northwestern Medicine systems.

• Contact patients to arrange appointments.

• Conduct medical necessity checks and inform patients of options when appointments cannot be fulfilled.

• Advise patients regarding challenges in securing financial accounts.

• Generate out-of-pocket cost estimates.

• Provide training and education when necessary.

• Manage work schedules and ensure timely completion of tasks.

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

• Participate in Quality Assurance evaluations.

• Address service breakdowns employing service recovery techniques.

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

• Gather authorization numbers using the appropriate systems.

• Verify or print patient orders through online retrieval systems.

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

• Finalize handoff instructions and notes in Epic.

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

• Dispatch accurate Epic messages and manage telephone interactions.

• Prevent visit-related issues by confirming tests, preparation requirements, appointment specifics, locations, and avoiding duplicate records.

• Complete and maintain patient registration data.

• Analyze account activities and initiate appropriate resolutions.

• Propose and engage in process and quality enhancements.

• Monitor registration, scheduling, and insurance verification for compliance with quality standards.

• Act as a training resource for new staff 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 a medical office environment.

• Outstanding interpersonal, verbal, and written communication abilities.

• Proficient in data entry and typing on computers.

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

• Basic computer skills are essential.

• Ability to type at least 40 words per minute.

• Capacity to handle multiple tasks simultaneously.

• Strong customer service orientation.

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

• Additional education is preferred.

• Proficiency in additional languages is a plus.

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

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

• A criminal history background check is required if the position is offered.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness options.

• 401(k) matching contributions.

• Lifecycle benefits.

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

• Processes for background checks and employment compliance.