About the job
The Patient Access Specialist embodies the mission, vision, and values of Northwestern Medicine Health Care (NMHC). This role requires adherence to the organization's Code of Ethics, Corporate Compliance Program, and all applicable policies, procedures, guidelines, and regulatory standards.
FTE: 0.6 (48 hours every two weeks)
Week 1 Schedule:
- WEDNESDAY 6 AM - 2:30 PM
- THURSDAY 11:30 AM - 8 PM
- SATURDAY 11:30 AM - 8 PM
Week 2 Schedule:
- MONDAY 11:30 AM - 8 PM
- FRIDAY 11:30 AM - 8 PM
- SATURDAY 6 AM - 2:30 PM
Key Responsibilities:
- Demonstrate a Patients First philosophy and uphold exemplary customer service standards, fostering a collaborative team environment.
- Address patient inquiries and concerns promptly.
- Notify Team Lead or Operations Coordinator of significant issues as needed.
- Maintain patient confidentiality in accordance with HIPAA regulations.
- Deliver outstanding customer service to create a favorable first impression for Northwestern Medicine.
- Proactively address all consumer requests and escalate issues requiring management attention.
- Accurately gather and verify patient demographic information per organizational standards.
- Coordinate with hospital departments and physician offices to facilitate patient scheduling and navigation through NMHC systems in a customer-centric manner.
- Contact patients to arrange appointments as defined.
- Conduct medical necessity checks for scheduled services and inform patients of alternative options if needed.
- Communicate any issues related to securing financial accounts for patient encounters.
- Provide out-of-pocket estimations upon request.
- Offer training and education as necessary.
- Manage work schedules effectively to ensure timely task completion.
- Perform additional tasks as assigned by management.
- Engage in cross-training across departments to ensure seamless coverage.
- Participate in Quality Assurance reviews to uphold the integrity of patient data.
- Utilize effective service recovery skills to resolve issues or service disruptions.
- Adhere to departmental policies and compliance standards.
- Ensure patient safety and financial security.
Communication and Collaboration:
- Provide patients with information regarding physician referrals, insurance consultations, and authorization processes.