Patient Access Specialist

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Embrace the Patients First philosophy and uphold exceptional customer service standards.

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

• Uphold patient confidentiality in compliance with HIPAA regulations.

• Gather and confirm patient demographic information.

• Schedule and guide patients through Northwestern Medicine systems.

• Reach out to patients for appointment scheduling.

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

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

• Provide training and education as required.

• Manage schedules and ensure timely completion of assignments.

• Engage in cross-training across various departments.

• Participate in quality assurance reviews of patient data.

• Resolve service breakdowns utilizing service recovery techniques.

• Communicate details about physician referrals, insurance referrals, and consultations.

• Collect authorization numbers in the appropriate systems.

• Verify orders, insurance eligibility, and benefit levels using online tools or phone communication.

• Accurately document handoff instructions and notes in Epic.

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

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

• Prevent appointment complications by verifying tests, preparation requirements, schedules, locations, and duplicate records.

• Collect and update necessary registration data.

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

• Propose and implement process enhancements.

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

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

• Attend intra/interdepartmental meetings as necessary.

• Perform additional duties as assigned by the manager.

⛳️ Requirements

• High School diploma or equivalent.

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

• 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.

• Ability to manage multiple tasks simultaneously.

• Customer service oriented.

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

• Must reside in IL, IN, IA, or WI.

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

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

• Additional education is preferred.

• Proficiency in additional languages is preferred.

🏝️ Benefits

• Tuition reimbursement.

• Loan forgiveness.

• 401(k) matching.

• Lifecycle benefits.

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

• Protection against unexpected life events.

• Remote work arrangement.