Access Center Specialist I
6 months ago
The Access Center Specialist communicates with the patients/providers via telephone to ensure accurate, prompt, and courteous scheduling of specialty appointments according to established division guidelines. this position is responsible for obtaining and entering accurate demographic and insurance information for all encounters. The access Center Specialist is required to discuss financial obligations with patient families and collect payments or escalate to Financial Advocates when appropriate.
The Access Specialist is responsible for monitoring registration and insurance related items that fall into patient work queues to ensure timely claim filing. This role works collaboratively with other Nemours departments to ensure all patient access needs are met. The Access Center Specialist is required to provide superior customer service to both internal and external customers, and represent Nemours in a positive, professional manner. They are responsible for demonstrating a commitment to service, organization values, and professionalism.
- Answers calls for assigned clinic specialties in an efficient manner, using standardized greeting, content, and closure of call.
- Accurately captures and verifies patient demographic, guarantor, legal guardian, and insurance information in the EMR system. Utilizes quality review work queue to identify and correct discrepancies.
- Schedules appointments in the EMR system, following scheduling and insurances guidelines. Provides all necessary appointment information at time of scheduling, and all necessary directions and paperwork via mail or email following closure of the scheduling call.
- Actively reviews electronic communications and process documentation to stay abreast of correct department processes and notifies leadership immediately of any questions.
- Ensures accuracy in answering questions and assisting customers with requests. Utilizes escalation guideline criteria to prioritize patients' health concerns, and follows reliable methods to document and escalate calls as instructed in guidelines.
- Collects copays, outstanding balances, and any applicable prepayments at time of scheduling. Partners with Financial Advocate when appropriate.
- Identifies and attempts to resolve complaints. When unable to resolve complaints, utilizes escalation guidelines to route callers to the appropriate Nemours associate.
- All other duties as assigned by supervisor.
- High School Diploma required.
- More than one (1) year of customer service, medical office, or call center experience required.
- NAHAM certificate (National Association of Healthcare Access Management) - CHAA preferred.
About Us
As one of the nation's premier pediatric health care systems, we've made a promise to do whatever it takes to prevent and treat even the most disabling childhood conditions. It's a promise that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention.
Equity, diversity, and inclusion guide our growth and strategy. We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build a diverse and inclusive environment. All Nemours Associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families.
Nemours aspires to have its workforce and providers reflect the rich diversity of the communities we serve. Candidates of diverse backgrounds, race and ethnicity, religion, age, gender, sexual orientation, and those committed to working with diverse populations and conversant in multicultural values are strongly encouraged to apply. Please click here to review Nemours Anti-Racism Statement (nemours.org).
To learn more about Nemours and our commitment to treat every child as if they were our own, visit us at www.nemours.org.
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