Patient Access Specialist Central Scheduling Full time Days
2 months ago
Patient Access Specialist
reflects the mission, vision, and values of NMHC, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and regulatory standards.
Responsibilities:
Consistently practices Patients First philosophy and adheres to high standards of customer service.
Responds to questions and concerns.
Forwards, directs, and notifies Team Lead or Operations Coordinator of extraordinary issues.
Maintains patient confidentiality per HIPAA regulations.
Provides exceptional customer service to establish a positive first impression of Northwestern Medicine.
Exceeds all consumer requests and alerts management of issues requiring escalation.
Correctly identifies and collects patient demographic information.
Interacts with hospital departments and physicians' offices to schedule and direct patients through NMHC systems.
Reaches out to patients to schedule appointments.
Performs medical necessity checks and communicates options to patients.
Informs patients of any financial account issues.
Completes out-of-pocket estimations as requested.
Provides training and education as needed.
Manages work schedule efficiently and completes tasks on time.
Completes other duties assigned by manager.
Cross-training between departments for coverage.
Participates in Quality Assurance reviews.
Uses service recovery skills to solve problems.
Utilizes department and hospital policies and procedures.
Adheres to all department policies and compliance requirements.
Avoids putting patients at financial or safety risk.
Communication and Collaboration:
Communicates information to patients regarding physician referrals, insurance referrals, and consultations.
Collects authorization numbers and provides a professional communication environment.
Attends intra/interdepartmental meetings.
Communicates customer satisfaction issues and demonstrates teamwork.
Interacts with internal customers to provide support service.
Accommodates all levels of communication ability.
Technology:
Utilizes online order retrieval systems to verify orders.
Verifies insurance eligibility and benefit levels.
Completes accurate handoff instructions in Epic.
Demonstrates ability to use all computer applications efficiently.
Runs real-time eligibility on patients.
Sends quality Epic Messages/Telephone encounters.
Efficiency, Process Improvement, and Business Growth:
Prevents issues with patient visits.
Understands data set required for registration.
Proactively analyzes account activity and suggests improvements.
Participates in quality improvement activities.
Provides ideas for process improvements.
Monitors registration and scheduling for quality standards.
Acts as a training resource for new staff.
Understands shifting business needs and healthcare policies.
Qualifications:
Required:
High School diploma or equivalent.
2-3 years customer service or medical office experience.
Excellent interpersonal, verbal, and written communication skills.
Proficiency in computer data-entry/typing.
Ability to read, write, and communicate effectively in English.
Basic Computer Skills.
Ability to type 40 wpm.
Ability to multi-task.
Customer service oriented.
Excellent organizational, time management, analytical, and problem-solving skills.
Preferred:
Additional education.
Additional language skills.
Healthcare finance and/or healthcare insurance experience.
Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.
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