Full-Time Patient Access Specialist

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:

• 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 patients, establishing a positive first impression.
• Exceeds consumer requests and alerts management of issues requiring escalation.
• Correctly identifies and collects patient demographic information.
• Interacts with various hospital departments and physicians offices to effectively schedule and direct patients.
• Reaches out to patients to schedule appointments.
• Performs medical necessity checks and communicates options to patients if appointment fails.
• Informs patients of any issues with securing the financial account.
• Completes out-of-pocket estimations.
• Provides training and education as needed.
• Manages work schedule efficiently.
• Completes other duties assigned by manager.
• Cross-training between various departments.
• 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 patient in financial or safety risk.
• Communication and Collaboration: Communicates information to patients regarding physician referrals, insurance referrals, and consultations.
• Collects authorization numbers.
• Provides a professional and constructive environment.
• Resolves operational issues.
• May attend intra/interdepartmental meetings.
• Communicates customer satisfaction issues.
• Demonstrates teamwork.
• Communicates effectively with others, respects diverse opinions.
• Interacts with internal customers to provide support.
• Accommodates all levels of communication ability.
• Technology: Utilizes multiple online order retrieval systems.
• Verifies insurance eligibility and benefit levels.
• Completes accurate handoff instructions.
• Demonstrates ability to use all computer applications efficiently.
• Runs real-time eligibility (RTE) on all patients.
• Sends quality Epic Messages.
• Efficiency, Process Improvement, and Business Growth: Proactive in preventing issues with patient visits.
• Understands minimum data set required for a complete registration.
• Collects and verifies critical data.
• Understands departmental and individual quality metrics.
• Proactively analyzes account activity.
• Evaluates procedures and suggests improvements to enhance customer service.
• Participates in departmental quality improvement activities.
• Provides ideas for process improvements.
• Monitors registration and scheduling, including insurance verification.
• Adjusts processes as needed to meet standards.
• Uses organizational and unit/department resources efficiently.
• Acts as a training resource.
• Understands that schedule may change.
• Evolves and learns as healthcare policies change.

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