Patient Access Specialist, Woodstock, Part Time, Evening
Company: Northwestern Memorial Healthcare
Location: Woodstock
Posted on: June 24, 2022
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Job Description:
The _*Patient Access Specialist*_ reflects the mission, vision,
and values of NMHC, adheres to the organizations Code of Ethics and
Corporate Compliance Program, and complies with all relevant
policies, procedures, guidelines and all other regulatory and
accreditation standards. *_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 HIPAA 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 offices to
effectively schedule and direct patients through the 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 intra/interdepartmental 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 care.
* Accommodates all levels of communication ability. Technology: *
Utilizes multiple online order retrieval systems to verify or print
the patients order. * 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 in notes for check-in person, ensures there are no
duplicate patient records. * 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 a 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.
#SAV _*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 to multi-task. * Customer service
oriented. * Excellent organizational, time management, analytical,
and problem solving skills. _*Preferred:*_ * Additional education.
* Additional language skills. * Healthcare finance and/or
healthcare insurance experience. * Knowledge and experience in a
healthcare setting, especially patient scheduling and/or
registration. Northwestern Medicine is an affirmative action/equal
opportunity employer and does not discriminate in hiring or
employment on the basis of age, sex, race, color, religion,
national origin, gender identity, veteran status, disability,
sexual orientation or any other protected status.
Keywords: Northwestern Memorial Healthcare, Elgin , Patient Access Specialist, Woodstock, Part Time, Evening, Other , Woodstock, Illinois
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