Non-Clinical - Health and Information Management - Patient Access Specialist
Warrenville, IL
Responsibilities:
• Consistently practices Patients First philosophy and adheres to
high standards of customer service, This includes setting an
example to peers, coworkers, etc. by fostering a team atmosphere.
• Responds to questions and concerns.
• Forwards, directs, and notifies Team Lead or Operations
Coordinator of extraordinary issues as necessary.
• Maintains patient confidentiality per HIPM regulations.
• Provides exceptional customer service to patients which establish
a positive first Impression of Northwestern Medicine.
• Exceeds all consumer requests and alerts management of Issues or
concerns that require escalation.
• Correctly Identifies and collects patient demographic information
in accordance with organization standards
• Interacts with various hospital departments and physicians
NMHC systems In a patient/customer friendly manner.
• Reaches out to patients to schedule an appointment as defined
• Performs medical necessity checks as necessary for scheduled
services, communicates options to patient If appointment fails.
• Informs patients of any Issues with securing the financial
account for their encounter.
• Completes out-of-pocket estimations as requested by patients.
• Provides training and education as needed.
• Manages work schedule efficiently. completing tasks and
assignments on time.
• Completes other duties assigned by manager.
• Cross-training between various departments will take place to
ensure coverage.
• Participates in Quality Assurance reviews to ensure integrity of
patient data information.
• Uses effective service recovery skills to solve problems or
service breakdowns when they occur.
• Utilizes department and hospital policies and procedures to
complete assigned tasks.
• Adheres to all department policies and compliance requirements.
• Avoids putting patient In financial or safety risk.
• Other duties as assigned.
Communication and Collaboration:
• Communicates information to the patient regarding questions about
physician referrals, insurance referrals and consultations.
• Collects authorization numbers in appropriate systems as
applicable.
• Provides professional and constructive environment for
communication across units/departments and resolves operational
issues.
• May attend intro/interdeportmento1 meetings which involve walking
within NM Campus.
• Communicates customer satisfaction issues to appropriate
individuals.
• Demonstrates teamwork by helping co-workers within and across
departments.
• Communicates effectively with others, respects diverse opinions
and styles, and acknowledges the assistance and contributions of
others.
• Interacts with internal customers to provide excellent support
service to staff in departments which provide direct patient
core.
• Accommodates all levels of communication ability.
Technology:
• Utilizes multiple on line order retrieval systems to verify or
• Verifies insurance eligibility and benefit levels through the use
of online tools (NDAS, ASF, etc.) or over the phone as necessary.
• Completes accurate handoff Instructions and notes to scheduling
staff, by noting appropriately in Epic.
• Demonstrates ability to use all computer applications efficiently
and to the capacity needed in this position.
• Runs real time eligibility (RTE) on all patients to verify
insurance and follows out of network policies as applicable.
• Sends quality Epic Messages/Telephone encounters that are
descriptive and grammatically correct.
Efficiency, Process Improvement, and Business Growth:
• Proactive in preventing Issues with patient visit by double
checking type of test. preps required, assuring no conflict with
other tests, verifying time and location, communicating relevant
information, verifying documenting order retrieval.
• Understands minimum data set required for a complete
registration, collects and verifies critical data and updates
that information Into registration system.
• Understands departmental and individual quality metrics.
• Proactively analyzes account activity, Identifies problems, and
initiates appropriate actions/resolutions.
• Evaluates procedures and suggests Improvements to enhance
customer service and operational efficiency.
• Participates In departmental quality Improvement activities.
• Provides ideas and suggestions for process improvements within
the department.
• Monitors registration and scheduling, including insurance
verification to ensure processing within prescribed quality
standards.
• Adjusts processes as needed to meet standards.
• Uses organizational and unit/department resources efficiently.
• Acts as a training resource for new staff and o resource for
coworkers, sharing process and workflow information.
• Understands that schedule may change to reflect shifting business
needs.
• Evolves and learns as healthcare policies change.
EOE including Disabled and Veterans.
Qualifications:
Required:
• High School diploma or equivalent.
• 2.3 years customer service or medical office experience.
• Excellent interpersonal. verbal, and written communication
skills.
• Proficiency in computer data-entry/typing.
• Excellent verbal and written communication skills.
• Ability to read, write, and communicate effectively in English.
• Basic Computer Skills.
• Ability to type 40 wpm.
• Ability multi-task.
• Customer service oriented.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.