About the job
The Patient Access Specialist embodies the mission, vision, and values of Northwestern Medicine, adhering to the organization's Code of Ethics and Corporate Compliance Program while complying with all pertinent policies, procedures, guidelines, and regulatory standards.
FTE: 0.5 (40 hours every two weeks)
Hours: 10 PM - 6:30 AM, including a weekend rotation every other weekend.
Key Responsibilities:
- Consistently uphold a Patients First philosophy and deliver exceptional customer service, exemplifying a team-oriented atmosphere.
- Address patient inquiries and concerns promptly and efficiently.
- Escalate extraordinary issues to the Team Lead or Operations Coordinator as necessary.
- Safeguard patient confidentiality in accordance with HIPAA regulations.
- Create a welcoming first impression for patients through outstanding service.
- Proactively manage patient requests and notify management of any critical issues.
- Accurately gather and record patient demographic information in line with organizational standards.
- Collaborate with various hospital departments and physician offices to facilitate patient scheduling through NMHC systems in a friendly manner.
- Reach out to patients to schedule appointments as required.
- Conduct medical necessity checks for scheduled services and inform patients of alternatives if appointments cannot be secured.
- Communicate any financial account issues related to patient encounters.
- Provide out-of-pocket estimates upon request.
- Offer training and education as needed.
- Efficiently manage work schedules, completing tasks and assignments punctually.
- Perform other duties as assigned by the manager.
- Participate in cross-training across various departments to ensure coverage.
- Engage in Quality Assurance reviews to maintain the integrity of patient data.
- Utilize effective service recovery skills to address problems or service breakdowns.
- Follow departmental policies and compliance requirements diligently.
- Avoid placing patients at financial or safety risk.
- Other duties as assigned.
Communication and Collaboration:
- Provide information to patients regarding physician referrals, insurance referrals, and consultations.
- Collect authorization numbers in relevant systems as applicable.
- Foster a professional and constructive communication environment across units/departments and resolve operational issues effectively.