Patient Access Specialist

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

📋 Description

• Embrace the Patients First philosophy while delivering outstanding customer service.

• Address patient inquiries and concerns, escalating extraordinary issues when necessary.

• Uphold patient confidentiality in line with HIPAA regulations.

• Accurately identify and gather patient demographic information.

• Schedule and guide patients through Northwestern Medicine systems.

• Proactively contact patients to arrange appointments.

• Conduct medical necessity checks for scheduled services and communicate alternatives when appointments are missed.

• Inform patients about challenges in securing financial accounts.

• Provide out-of-pocket estimates upon request.

• Deliver training and educational support as required.

• Manage schedules efficiently and complete assignments punctually.

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

• Participate in quality assurance reviews of patient data.

• Utilize service recovery skills to resolve service breakdowns.

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

• Collect authorization numbers within the appropriate systems.

• Collaborate with various units and departments to resolve operational issues.

• Verify or print patient orders using online retrieval systems.

• Confirm insurance eligibility and benefit levels using online tools or phone interactions.

• Ensure accurate handoff instructions and notes are recorded in Epic.

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

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

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

• Ensure complete registration data and update patient information as necessary.

• Analyze account activity, identify issues, and initiate resolutions.

• Propose process enhancements and engage in quality improvement initiatives.

• Monitor registration, scheduling, and insurance verification against established quality standards.

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

• Perform other duties as assigned by management.

⛳️ Requirements

• High School diploma or equivalent.

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

• Exceptional interpersonal, verbal, and written communication skills.

• Proficient in computer data entry and typing.

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

• Basic computer skills.

• Ability to type at least 40 words per minute.

• Capable of multitasking.

• Customer service oriented.

• Strong 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.

• Must pass a criminal history background check if offered the position.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching.

• Lifecycle benefits.

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

• Protection for unexpected life events.