Patient Access Specialist - Central Scheduling, Full time, Days
Company: Northwestern Medicine
Posted on: March 20, 2023
- $10,000 Tuition Reimbursement per year ($5,700 part-time)
- $6,000 Student Loan Repayment ($3,000 part-time)
- $1,000 Professional Development per year ($500 part-time)
- $250 Wellbeing Fund per year($125 for part-time)
- Annual Employee Merit Increase and Incentive Bonus
- Paid time off and Holiday payDescriptionConsistently 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. Responds to questions and concerns.
Forwards, directs, and notifies Team Lead or Operations Coordinator
of extraordinary issues as necessary. Maintains patient
confidentiality per HIPAA regulations.Specific
Responsibilities:Provides exceptional customer service to patients
which establish a positive first impression of Northwestern
Medicine. Exceeds all consumer requests and alerts management of
issues or concerns that require escalation. Correctly identifies
and collects patient demographic information in accordance with
organization standards. Interacts with various hospital departments
and physician offices to effectively schedule and direct patients
through the NMHC systems in a patient/customer friendly manner.
Reaches out to patients to schedule an appointment as defined.
Performs medical necessity checks as necessary for scheduled
services, communicates options to patient if appointment fails.
Informs patients of any issues with securing the financial account
for their encounter. Completes out-of-pocket estimations as
requested by patients. Provides training and education as needed.
Manages work schedule efficiently, completing tasks and assignments
on time. Completes other duties assigned by manager. Cross-training
between various departments will take place to ensure coverage.
Participates in Quality Assurance reviews to ensure integrity of
patient data information. Uses effective service recovery skills to
solve problems or service breakdowns when they occur. Utilizes
department and hospital policies and procedures to complete
assigned tasks. Adherence to all department policies and compliance
requirements. Avoids putting patient in financial or safety risk.
Other duties as assigned.Communication and
Collaboration:Communicates information to the patient regarding
questions about physician referrals, insurance referrals and
consultations. Collects authorization numbers in appropriate
systems as applicable. Provides professional and constructive
environment for communication across units/departments and resolves
operational issues. May attend intra/interdepartmental meetings
which involve walking within NM Campus. Communicates customer
satisfaction issues to appropriate individuals. 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. Interacts with internal customers to provide excellent
support service to staff in departments which provide direct
patient care. Accommodates all levels of communication
ability.Technology:Utilizes multiple online order retrieval systems
to verify or print the patients order. Verifies insurance
eligibility and benefit levels through the use of onlinetools
(NDAS, ASF, etc.) or over the phone as necessary. Completes
accurate handoff instructions and notes to scheduling staff, by
noting appropriately in Epic. Demonstrates ability to use all
computer applications efficiently and to the capacity needed in
this position. Runs real time eligibility (RTE) on all patients to
verify insurance and follows out of network policies as applicable.
Sends quality Epic Messages/Telephone encounters that are
descriptive and grammatically correct.Efficiency, Process
Improvement, and Business Growth: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. 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. 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. Monitors registration and scheduling, including
insurance verification to ensure processing within prescribed
quality standards. Adjusts processes as needed to meet standards.
Uses organizational and unit/department resources efficiently. Acts
as a training resource for new staff and a resource for coworkers,
sharing process and workflow information. Understands that schedule
may change to reflect shifting business needs. Evolves and learns
as healthcare policies change.EOE including Disabled and Veterans.
- High School diploma or equivalent. 2-3 years customer service
or medical office experience.
- Excellent interpersonal, verbal, and written communication
- Proficiency in computer data-entry/typing.
- Excellent verbal and written communication skills.
- Ability to read, write, and communicate effectively in English.
Basic Computer Skills.
- Ability to type 40 wpm.
- Ability to multi-task.
- Customer service oriented.
- Excellent organizational, time management, analytical, and
problem solving skills.Desired:
- Additional education.
- Additional language skills.
- Healthcare finance and/or healthcare insurance experience.
- Knowledge and experience in a healthcare setting, especially
patient scheduling and/or registration.Equal
OpportunityNorthwestern 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.
Keywords: Northwestern Medicine, Chicago , Patient Access Specialist - Central Scheduling, Full time, Days, Other , Chicago, Illinois
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