About the job
The Patient Access Specialist embodies the mission, vision, and values of Northwestern Medicine, upholding the organization's Code of Ethics and Corporate Compliance Program, while adhering to all pertinent policies, procedures, guidelines, and regulatory standards.
Core Responsibilities:
- Demonstrate a commitment to the Patients First philosophy by delivering exceptional customer service and fostering a supportive team environment.
- Address and resolve patient inquiries and concerns efficiently.
- Communicate extraordinary issues to the Team Lead or Operations Coordinator as necessary.
- Maintain patient confidentiality in compliance with HIPAA regulations.
- Provide outstanding customer service that enhances the first impression of Northwestern Medicine.
- Proactively address consumer requests and escalate issues to management as needed.
- Accurately collect and verify patient demographic information in line with organizational standards.
- Collaborate with various hospital departments and physician offices to ensure a smooth patient scheduling and navigation experience.
- Reach out to patients for appointment scheduling as required.
- Conduct medical necessity checks for scheduled services and inform patients of alternatives if appointments cannot be secured.
- Communicate any financial account concerns related to patient encounters.
- Provide out-of-pocket estimations upon patient request.
- Facilitate training and educational sessions as necessary.
- Efficiently manage work schedules, ensuring timely completion of tasks and assignments.
- Perform additional duties as assigned by management.
- Engage in cross-training across departments to guarantee adequate coverage.
- Participate in Quality Assurance reviews to maintain the integrity of patient data.
- Utilize effective service recovery skills to address and resolve service breakdowns.
- Follow departmental policies and procedures to complete tasks appropriately.
- Adhere to all compliance requirements and department policies.
- Ensure patient safety and financial security at all times.
- Other duties as assigned.
Communication and Collaboration:
- Provide information to patients regarding physician referrals, insurance inquiries, and consultations.
- Collect authorization numbers in relevant systems as necessary.
- Create a professional and constructive communication environment across units and departments, resolving operational challenges as needed.
- Attend intra/interdepartmental meetings as required, which may involve travel within the NM Campus.
- Communicate customer satisfaction issues to the appropriate personnel.