Patient Access Specialist Jobs

Benefits

• Annual Employee Merit Increase and Incentive Bonus
• Paid time off and Holiday pay
• $250 Wellbeing Fund per year($125 for part-time)
• $1,000 Professional Development per year ($500 part-time)
• $6,000 Student Loan Repayment ($3,000 part-time)
• $10,000 Tuition Reimbursement per year ($5,700 part-time)

Description

The Patient Access Specialist reflects the mission, vision, and values of NMHC, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Responsibilities:

• Completes out-of-pocket estimations as requested by patients.
• Participates in Quality Assurance reviews to ensure integrity of patient data information.
• Utilizes department and hospital policies and procedures to complete assigned tasks.
• Informs patients of any issues with securing the financial account for their encounter.
• Consistently practices Patients First philosophy and adheres to high standards of customer service. This includes setting an example to peers, coworkers, etc. by fostering a team atmosphere.
• Maintains patient confidentiality per HIPAA regulations.
• Uses effective service recovery skills to solve problems or service breakdowns when they occur.
• Performs medical necessity checks as necessary for scheduled services, communicates options to patient if appointment fails.
• Provides exceptional customer service to patients which establish a positive first impression of Northwestern Medicine.
• Other duties as assigned.
• Correctly identifies and collects patient demographic information in accordance with organization standards.
• Cross-training between various departments will take place to ensure coverage.
• Completes other duties assigned by manager.
• Reaches out to patients to schedule an appointment as defined.
• Adheres to all department policies and compliance requirements.
• Interacts with various hospital departments and physicians offices to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner.
• Provides training and education as needed.
• Exceeds all consumer requests and alerts management of issues or concerns that require escalation.
• Avoids putting patient in financial or safety risk.
• Forwards, directs, and notifies Team Lead or Operations Coordinator of extraordinary issues as necessary.
• Responds to questions and concerns.
• Manages work schedule efficiently, completing tasks and assignments on time.

Communication and Collaboration:

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

Technology:

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

Efficiency, Process Improvement, and Business Growth:

• Evolves and learns as healthcare policies change.
• Understands minimum data set required for a complete registration, collects and verifies critical data and updates that information into registration system.
• Understands departmental and individual quality metrics.
• Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
• Monitors registration and scheduling, including insurance verification to ensure processing within prescribed quality standards.
• Understands that schedule may change to reflect shifting business needs.
• 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.
• Adjusts processes as needed to meet standards.
• Proactive in preventing issues with patient visit by double checking 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.
• Acts as a training resource for new staff and a resource for coworkers, sharing process and workflow information.
• Uses organizational and unit/department resources efficiently.

EOE including Disabled and Veterans.

Qualifications

Required:

• Ability to multi-task.
• Basic Computer Skills.
• 2-3 years customer service or medical office experience.
• Excellent verbal and written communication skills.
• Customer service oriented.
• Excellent organizational, time management, analytical, and problem solving skills.
• Ability to type 40 wpm.
• Proficiency in computer data-entry/typing.
• Ability to read, write, and communicate effectively in English.
• Excellent interpersonal, verbal, and written communication skills.
• High School diploma or equivalent.

Preferred:

• Healthcare finance and/or healthcare insurance experience.
• Additional language skills.
• Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.
• Additional education.

Equal Opportunity

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.