Patient Access Specialist

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

📋 Description

• Deliver patient-focused customer service by addressing patient inquiries and concerns.

• Elevate significant issues to the Team Lead or Operations Coordinator.

• Uphold patient confidentiality in accordance with HIPAA regulations.

• Gather and record patient demographic details.

• Organize and guide patients through Northwestern Medicine systems.

• Contact patients for appointment scheduling.

• Conduct medical necessity assessments and communicate options when appointments are missed.

• Inform patients about challenges related to securing financial accounts.

• Execute out-of-pocket cost estimations.

• Provide necessary training and education as required.

• Oversee schedules and ensure timely completion of assignments.

• Engage in cross-training and participate in Quality Assurance reviews.

• Address service breakdowns utilizing service-recovery techniques.

• Relay physician-referral, insurance-referral, and consultation details.

• Gather authorization numbers within relevant systems.

• Collaborate across various units and departments while supporting direct-care personnel.

• Retrieve and validate patient orders using online platforms.

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

• Document handoff instructions and notes within Epic.

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

• Prevent appointment issues by verifying tests, preparation requirements, appointment specifics, and avoiding duplicate records.

• Complete and refresh patient registration information.

• Analyze account activity and initiate resolutions.

• Propose and implement process enhancements.

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

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

• Adjust schedules and processes in response to evolving business needs and healthcare regulations.

⛳️ Requirements

• High School diploma or equivalent qualification.

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

• Exceptional interpersonal, verbal, and written communication abilities.

• Proficient in data entry and typing on computers.

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

• Basic computer literacy.

• Capability to type at least 40 words per minute.

• Competence in multitasking.

• Strong customer service orientation.

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

• Additional education is preferred.

• Proficiency in additional languages is preferred.

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

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

• A criminal-history background check must be completed if the position is offered.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching program.

• Lifecycle benefits.

• Option for remote work.

• Day shift schedule.

• Opportunities for cross-training across various departments.

• Commitment to equal opportunity employment.

• Background checks conducted in accordance with applicable laws.