About the job
The Patient Access Specialist embodies the mission, vision, and values of Northwestern Medicine. This role requires adherence to the organization’s Code of Ethics, Corporate Compliance Program, and compliance with all relevant policies, procedures, guidelines, and regulatory standards.
Key Responsibilities:
- Demonstrate a commitment to the Patients First philosophy and uphold exceptional standards of customer service, fostering a collaborative team environment.
- Address and resolve patient inquiries and concerns promptly.
- Escalate extraordinary issues to the Team Lead or Operations Coordinator as needed.
- Ensure patient confidentiality in accordance with HIPAA regulations.
- Provide outstanding service to patients, creating a positive first impression of Northwestern Medicine.
- Proactively manage consumer requests and escalate significant concerns to management.
- Accurately collect and verify patient demographic information following organizational standards.
- Collaborate with various hospital departments and physician offices to facilitate patient scheduling and navigation through NMHC systems in a customer-friendly manner.
- Contact patients to schedule appointments as outlined.
- Conduct medical necessity checks for scheduled services and communicate options to patients in case of appointment failures.
- Inform patients of any financial account issues related to their encounters.
- Prepare out-of-pocket cost estimates as requested by patients.
- Provide necessary training and education as required.
- Effectively manage work schedules to ensure timely completion of tasks and assignments.
- Perform additional duties as assigned by the manager.
- Engage in cross-training across departments to ensure adequate coverage.
- Participate in Quality Assurance reviews to maintain the integrity of patient data.
- Utilize effective service recovery techniques to address problems or service breakdowns as they arise.
- Follow departmental policies and procedures to complete assigned tasks.
- Ensure patient safety and financial security at all times.
- Additional responsibilities as assigned.
Communication and Collaboration:
- Provide patients with information regarding physician referrals, insurance referrals, and consultations.
- Collect authorization numbers accurately within applicable systems.
- Foster a professional and constructive communication environment across departments, resolving operational issues as needed.
- Attend intra/interdepartmental meetings and navigate within the NM Campus.
- Communicate customer satisfaction issues to the appropriate personnel.