Patient Access Specialist

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

📋 Description

• Uphold the Patients First philosophy by delivering outstanding customer service.

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

• Ensure patient confidentiality in compliance with HIPAA regulations.

• Accurately gather and record patient demographic information.

• Schedule and guide patients through the Northwestern Medicine systems.

• Reach out to patients for appointment scheduling.

• Conduct medical necessity assessments and inform patients of options when appointments cannot be accommodated.

• Notify patients regarding matters related to their financial accounts.

• Prepare out-of-pocket cost estimates.

• Provide necessary training and education.

• Manage scheduling and complete tasks punctually.

• Cross-train in various departments to ensure operational coverage.

• Engage in Quality Assurance reviews.

• Address service interruptions using service recovery techniques.

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

• Collect authorization numbers in the required systems.

• Collaborate across units and departments, attending pertinent meetings.

• Utilize online order retrieval systems to verify or print patient orders.

• Confirm insurance eligibility and benefit levels using NDAS, ASF, online tools, or by phone.

• Document precise handoff instructions and notes within Epic.

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

• Send accurate Epic Messages and document telephone encounters.

• Prevent issues during patient visits by verifying tests, preparation, schedules, locations, and eliminating duplicate records.

• Complete and update patient registration information.

• Analyze account activities and initiate resolutions for issues.

• Propose and implement enhancements to processes.

• Monitor registration, scheduling, and insurance verification to meet 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 qualification.

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

• Exceptional 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 a speed of 40 words per minute.

• Capacity to manage 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 preferred.

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

• Knowledge and experience in a healthcare environment, particularly in patient scheduling and/or registration, is preferred.

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

• Background check authorization is required for employment.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching.

• Lifecycle benefits.

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

• Background check and employment protections in accordance with applicable laws.