Patient Access Specialist Part Time 2nd Shift

5 days ago

McHenry, Illinois, United States Northwestern Memorial Healthcare Full time
Job Description

Job Summary

At Northwestern Memorial Healthcare, every interaction makes a difference in cultivating a positive workplace. As an integral part of our team, you ll have the opportunity to join our quest for better healthcare. We pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees.

The Patient Access Specialist reflects the mission, vision, and values of Northwestern Memorial Healthcare, adheres to the organization s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation 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 as necessary.
  • Maintains patient confidentiality per HIPAA regulations.
  • Provides exceptional customer service to patients, establishing a positive first impression of Northwestern Memorial Healthcare.
  • Exceeds all consumer requests and alerts management of issues or concerns that require escalation.
  • Correctly identifies and collects patient demographic information in accordance with organization standards.
  • Interacts with various hospital departments and physicians offices to effectively schedule and direct patients through the Northwestern Memorial Healthcare system in a patient/customer-friendly manner.
  • Reaches out to patients to schedule an appointment as defined.
  • Performs medical necessity checks as necessary for scheduled services, communicates options to the patient if the appointment fails.
  • Informs patients of any issues with securing the financial account for their encounter.
  • Completes out-of-pocket estimations as requested by patients.
  • Provides training and education as needed.
  • Manages work schedule efficiently, completing tasks and assignments on time.
  • Completes other duties assigned by management.
  • Cross-training between various departments will take place to ensure coverage.
  • Participates in Quality Assurance reviews to ensure the integrity of patient data information.
  • Uses effective service recovery skills to solve problems or service breakdowns when they occur.
  • Utilizes department and hospital policies and procedures to complete assigned tasks.
  • Adheres to all department policies and compliance requirements.
  • Avoids putting the patient in financial or safety risk.
  • Other duties as assigned.

Communication and Collaboration:

  • Communicates information to the patient regarding questions about physician referrals, insurance referrals, and consultations.
  • Collects authorization numbers in appropriate systems as applicable.
  • Provides professional and constructive environment for communication across units/departments and resolves operational issues.
  • May attend intra/interdepartmental meetings which involve walking within the Northwestern Memorial Healthcare campus.
  • Communicates customer satisfaction issues to appropriate individuals.
  • Demonstrates teamwork by helping coworkers within and across departments.
  • Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
  • Interacts with internal customers to provide excellent support service to staff in departments which provide direct patient care.
  • Accommodates all levels of communication ability.

Technology:

  • Utilizes multiple online order retrieval systems to verify or print the patient s order.
  • Verifies insurance eligibility and benefit levels through the use of online tools (NDAS, ASF, etc.) or over the phone as necessary.
  • Completes accurate handoff instructions and notes to scheduling staff, noting appropriately in Epic.
  • Demonstrates ability to use all computer applications efficiently and to the capacity needed in this position.
  • Runs real-time eligibility (RTE) on all patients to verify insurance and follows out-of-network policies as applicable.
  • Sends quality Epic Messages/Telephone encounters that are descriptive and grammatically correct.

Efficiency, Process Improvement, and Business Growth:

  • Proactive in preventing issues with patient visit by double checking the type of test, preps required, assuring no conflict with other tests, verifying time and location, communicating relevant information, verifying documenting order retrieval in notes for check-in person, ensures there are no duplicate patient records.
  • Understands minimum data set required for a complete registration, collects and verifies critical data, and updates that information into the registration system.
  • Understands departmental and individual quality metrics.
  • Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
  • Evaluates procedures and suggests improvements to enhance customer service and operational efficiency.
  • Participates in departmental quality improvement activities.
  • Provides ideas and suggestions for process improvements within the department.
  • Monitors registration and scheduling, including insurance verification, to ensure processing within prescribed quality standards.
  • Adjusts processes as needed to meet standards.
  • Uses organizational and unit/department resources efficiently.
  • Acts as a training resource for new staff and a resource for coworkers, sharing process and workflow information.
  • Understands that the schedule may change to reflect shifting business needs.
  • Evolves and learns as healthcare policies change.

EOE including Disabled and Veterans.

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