Full-Time Patient Access Specialist-Customer Service

Patient Access Specialist reflects the mission, vision, and values of NMHC, adheres to 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. Sets an example for team members.
• Responds to patient questions and concerns.
• Forwards, directs, and notifies Team Lead/Operations Coordinator of extraordinary issues.
• Maintains patient confidentiality per HIPAA regulations.
• Provides exceptional customer service to patients, creating a positive first impression of Northwestern Medicine.
• Exceeds consumer requests and alerts management of issues needing escalation.
• Correctly identifies and collects patient demographic information.
• Interacts with hospital departments and physician offices to schedule and direct patients through NMHC systems.
• Reaches out to patients to schedule appointments.
• Performs medical necessity checks; communicates options if appointment fails.
• Informs patients of any financial issues for their encounter.
• Completes out-of-pocket estimations.
• Provides training and education as needed.
• Manages work schedule effectively.
• Completes other duties as assigned.
• Cross-training between departments.
• Participates in Quality Assurance reviews to ensure patient data integrity.
• Uses service recovery skills to solve problems.
• Utilizes department and hospital policies.
• Adheres to all department policies and compliance requirements.
• Avoids putting patient at financial or safety risk.

Communication and Collaboration:

• Communicates with patients regarding physician/insurance referrals and consultations.
• Collects authorization numbers.
• Provides professional communication, resolves operational issues.
• May attend intra/interdepartmental meetings.
• Communicates customer satisfaction issues.
• Demonstrates teamwork.
• Communicates effectively with others, respecting diverse opinions and styles.
• Interacts with internal customers to provide excellent support.
• Accommodates all levels of communication ability.

Technology:

• Utilizes online order retrieval systems.
• Verifies insurance eligibility.
• Completes accurate handoff instructions in Epic.
• Demonstrates ability to use computer applications.
• Runs real-time eligibility (RTE).
• Sends quality Epic Messages/Telephone encounters.

Efficiency, Process Improvement, and Business Growth:

• Proactive in preventing patient visit issues.
• Understands minimum data set for complete registration.
• Collects and verifies critical data.
• Understands departmental and individual quality metrics.
• Proactively analyzes account activity and resolves problems.
• Evaluates procedures and suggests improvements.
• Participates in departmental quality improvement activities.
• Provides ideas for process improvements.
• Monitors registration and scheduling, including insurance verification.
• Adjusts processes to meet standards.
• Uses organizational resources efficiently.
• Acts as training resource for new staff.
• Understands that schedule may change.
• Evolves and learns as healthcare policies change.

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