Patient Access Specialist-Full time Days (Remote - Must reside in IL, IN, IA, MO or WI)

Patient Access Specialist

Northwestern Medicine is committed to a patient-first approach, fostering a positive and collaborative workplace where every interaction makes a difference. As an integral part of our mission for better healthcare, you'll find opportunities for professional growth and comprehensive benefits designed to support your well-being.

About the Role

The Patient Access Specialist embodies the mission, vision, and values of Northwestern Medicine Healthcare (NMHC). This role is crucial in ensuring adherence to the organization's Code of Ethics, Corporate Compliance Program, and all relevant regulatory and accreditation standards, while prioritizing a patient-centric experience.

Key Responsibilities

• Patient Service Excellence: Consistently practice the Patients First philosophy, setting an example in customer service and fostering a team atmosphere. Respond to patient questions and concerns, escalating extraordinary issues as needed, while maintaining strict patient confidentiality per HIPAA regulations.
• Patient Interaction & Scheduling: Provide exceptional customer service to create a positive first impression. Fulfill consumer requests, alert management to escalated issues, and accurately collect patient demographic information. Interact with hospital departments and physician offices to schedule appointments and guide patients through the NMHC systems in a friendly manner. Reach out to patients to schedule appointments as defined.
• Financial & Medical Necessity Checks: Perform medical necessity checks for scheduled services and communicate financial options to patients if appointments fail. Inform patients of any issues with securing their financial account and complete out-of-pocket estimations upon request.
• Operational Support: Manage work schedules efficiently, complete tasks on time, and participate in cross-training across various departments for coverage. Engage in Quality Assurance reviews to ensure patient data integrity and utilize effective service recovery skills.
• Communication & Collaboration: Communicate information to patients regarding referrals and consultations. Collect authorization numbers and provide a professional, constructive environment for communication across units. Attend interdepartmental meetings, communicate customer satisfaction issues, and demonstrate teamwork.
• Technology Utilization: Use multiple online systems to verify patient orders and insurance eligibility/benefits. Accurately document handoff instructions and notes in Epic. Demonstrate proficiency in all necessary computer applications and send quality Epic Messages/Telephone encounters.
• Process Improvement: Proactively prevent patient visit issues by verifying test details, preps, conflicts, times, and locations. Ensure accurate registration data collection and updates. Understand and meet departmental quality metrics, analyze account activity, and suggest improvements for customer service and operational efficiency. Monitor registration and scheduling processes to ensure quality standards are met.

Qualifications

Required:

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

Preferred:

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

Benefits

Northwestern Medicine offers a wide range of benefits designed to improve employees' physical, emotional, and financial well-being, including tuition reimbursement, loan forgiveness, 401(k) matching, and lifecycle benefits. Specific details can be found in the Benefits section on their website.