Patient Access Specialist-Surgery Scheduler

Benefits

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

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

Communication and Collaboration:

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

Technology:

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

Efficiency, Process Improvement, and Business Growth:

• Provides ideas and suggestions for process improvements within the department.
• Understands departmental and individual quality metrics.
• Evolves and learns as healthcare policies change.
• Participates in departmental quality improvement activities.
• Uses organizational and unit/department resources efficiently.
• Adjusts processes as needed to meet standards.
• Monitors registration and scheduling, including insurance verification to ensure processing within prescribed quality standards.
• Understands minimum data set required for a complete registration, collects and verifies critical data and updates that information into registration system.
• Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
• Understands that schedule may change to reflect shifting business needs.
• 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.
• Evaluates procedures and suggests improvements to enhance customer service and operational efficiency.
• Acts as a training resource for new staff and a resource for coworkers, sharing process and workflow information.

EOE including Disabled and Veterans.

Qualifications

Required:

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

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.