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. Hours/Days: Weeks 1, 3, & 5: Mon 11:30 AM - 8:00 PM, Fri 11:30 AM - 8:00 PM, Sat 11:30 AM - 8:00 PM; all other days off. Weeks 2, 4, & 6: Sun 11:30 AM - 8:00 PM, Wed 6:00 AM - 2:30 PM, Fri 11:30 AM - 8:00 PM; all other days off.

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 effectively schedule and direct patients through the NMHC systems; 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; Participates in Quality Assurance reviews to ensure integrity of patient data information; Uses effective service recovery skills to solve problems or service breakdowns; Adheres to all department policies and compliance requirements; Avoids putting patient in financial or safety risk; Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations; Collects authorization numbers in appropriate systems as applicable; Demonstrates teamwork by helping co-workers within and across departments; Utilizes multiple online order retrieval systems to verify or print the patients order; Verifies insurance eligibility and benefit levels through online tools 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 that are descriptive and grammatically correct; 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; Understands minimum data set required for a complete registration, collects and verifies critical data; Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions; Evaluates procedures and suggests improvements to enhance customer service and operational efficiency; Monitors registration and scheduling, including insurance verification to ensure processing within prescribed quality standards; Acts as a training resource for new staff and a resource for 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 that improve physical, emotional, and financial well-being and provide protection for unexpected life events