Patient Access Specialist

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; 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; 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 schedule and direct patients through the NMHC systems; Reaches out to patients to schedule an appointment as defined; Performs medical necessity checks for scheduled services and 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; Completes other duties assigned by manager; Participates in Quality Assurance reviews to ensure integrity of patient data information; Uses effective service recovery skills to solve problems or service breakdowns; Collects authorization numbers in appropriate systems as applicable; Verifies insurance eligibility and benefit levels through online tools (NDAS, ASF, etc.) or over the phone; Completes accurate handoff instructions and notes to scheduling staff in Epic; 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; Proactively prevents issues with patient visits by verifying test type, preps, time, location, and ensuring no duplicate patient records; Collects and verifies critical registration data and updates the registration system; Monitors registration and scheduling, including insurance verification, to ensure processing within prescribed quality standards; Evaluates procedures and suggests improvements to enhance customer service and operational efficiency; Acts as a training resource for new staff and coworkers

Requirements

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; 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

Nice to have

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

Benefits

Tuition reimbursement; Loan forgiveness; 401(k) matching; Lifecycle benefits; Benefits information available at https://jobs.nm.org/benefits