About the job
The Patient Access Specialist embodies the mission, vision, and values of Northwestern Medicine HealthCare (NMHC). This role is crucial in upholding our Code of Ethics and Corporate Compliance Program while ensuring adherence to all pertinent policies, procedures, guidelines, and regulatory standards.
Key Responsibilities:
- Embrace and exemplify the Patients First philosophy, consistently delivering exceptional customer service and fostering a collaborative team environment.
- Address patient inquiries and concerns promptly and professionally.
- Escalate extraordinary issues to the Team Lead or Operations Coordinator as needed.
- Ensure patient confidentiality in compliance with HIPAA regulations.
- Create a positive first impression of Northwestern Medicine through outstanding service.
- Anticipate consumer needs and escalate issues to management as necessary.
- Accurately collect and verify patient demographic information in line with organizational standards.
- Coordinate with various hospital departments and physician offices to facilitate patient scheduling in a customer-friendly manner.
- Proactively reach out to patients for appointment scheduling as per defined protocols.
- Conduct medical necessity checks for scheduled services and communicate options to patients if an appointment cannot proceed.
- Inform patients regarding any issues related to financial account security for their encounters.
- Provide out-of-pocket cost estimations upon request.
- Deliver training and educational support as required.
- Manage work schedules effectively, ensuring timely completion of tasks and assignments.
- Perform additional duties as assigned by the manager.
- Participate in cross-training initiatives across various departments to ensure adequate coverage.
- Engage in Quality Assurance reviews to maintain the integrity of patient data.
- Utilize effective service recovery techniques to address and resolve service breakdowns.
- Adhere to departmental policies and compliance requirements to accomplish assigned tasks.
- Ensure patient safety and financial well-being by avoiding risks.
- Other responsibilities as assigned.
Communication and Collaboration:
- Provide patients with information regarding physician referrals, insurance, and consultations.
- Collect authorization numbers in relevant systems where applicable.
- Foster a professional environment for communication across departments and collaboratively resolve operational challenges.
- Attend intra/interdepartmental meetings as necessary, which may involve walking within the NM Campus.
- Communicate customer satisfaction concerns to the appropriate individuals.