Patient Access Specialist

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

📋 Description

• Uphold the Patients First philosophy and adhere to high standards of customer service.

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

• Ensure patient confidentiality in accordance with HIPAA regulations.

• Accurately identify and collect patient demographic information.

• Schedule and guide patients through the Northwestern Medicine systems.

• Reach out to patients for appointment scheduling.

• Conduct medical necessity checks and convey options if appointments are not feasible.

• Inform patients regarding financial account matters and prepare out-of-pocket estimates.

• Provide necessary training and education as required.

• Manage schedules and ensure timely completion of assignments.

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

• Participate in Quality Assurance evaluations.

• Utilize service recovery skills to resolve service breakdowns.

• Communicate physician referrals, insurance referrals, and consultation details.

• Collect authorization numbers within applicable systems.

• Verify or print patient orders using online retrieval systems.

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

• Complete handoff instructions and notes in Epic.

• Execute real-time eligibility checks and comply with out-of-network policies.

• Dispatch accurate Epic messages and manage telephone encounters.

• Prevent visit complications by verifying tests, preparation, conflicts, timing, location, and duplicate records.

• Complete and update patient registration information.

• Analyze account activity and initiate resolutions.

• Propose process enhancements and engage in quality improvement initiatives.

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

• Train and assist new staff and colleagues.

• Attend intra/interdepartmental meetings, which may require walking within the NM campus.

• Perform other assigned tasks.

⛳️ Requirements

• High School diploma or equivalent.

• 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.

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

• Basic computer skills.

• Ability to type at least 40 words per minute.

• Capacity to manage multiple tasks simultaneously.

• Customer service-focused.

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

• Additional education is preferred.

• Proficiency in additional languages is preferred.

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

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

• Ability to adhere to HIPAA regulations, organizational policies, and regulatory standards.

• Successful completion of a required background check upon hiring.

🏝️ Benefits

• Competitive benefits package.

• Tuition reimbursement options.

• Loan forgiveness programs.

• 401(k) matching contributions.

• Lifecycle benefits.

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

• Protection for unforeseen life events.