Patient Access Specialist
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Job Description
Patient Access Specialist scheduling patients, verifying insurance, and managing registrations for Northwestern Medicine. Supporting patient access and healthcare operations through Epic and related systems.
Responsibilities:
- Practice the Patients First philosophy and provide exceptional customer service
- Respond to patient questions and concerns, escalating extraordinary issues to the Team Lead or Operations Coordinator
- Maintain patient confidentiality under HIPAA regulations
- Identify and collect accurate patient demographic information
- Schedule and direct patients through Northwestern Medicine systems
- Contact patients to schedule appointments
- Perform medical necessity checks and communicate options when appointments fail
- Inform patients about issues securing financial accounts
- Complete out-of-pocket cost estimates
- Provide training and education as needed
- Manage schedules and complete assignments on time
- Cross-train between departments to ensure coverage
- Participate in Quality Assurance reviews
- Resolve service breakdowns using service recovery skills
- Communicate physician referral, insurance referral, and consultation information
- Collect authorization numbers in appropriate systems
- Collaborate across units and departments and attend relevant meetings
- Use online order retrieval systems and verify or print patient orders
- Verify insurance eligibility and benefit levels using NDAS, ASF, online tools, or phone
- Document accurate handoff instructions and notes in Epic
- Run real-time eligibility checks and follow out-of-network policies
- Send accurate Epic Messages and telephone encounters
- Prevent patient-visit issues by verifying tests, preparation, schedules, locations, and duplicate records
- Complete and update patient registration data
- Analyze account activity and initiate problem resolutions
- Suggest and implement process improvements
- Monitor registration, scheduling, and insurance verification against quality standards
- Serve as a training resource for new staff and coworkers
- Perform other duties assigned by management
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
- Additional education preferred
- Additional language skills preferred
- Healthcare finance and/or healthcare insurance experience preferred
- Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration preferred
- Ability to comply with HIPAA, organizational policies, and regulatory/accreditation standards
- Required background check authorization for employment
Benefits:
- Tuition reimbursement
- Loan forgiveness
- 401(k) matching
- Lifecycle benefits
- Competitive benefits supporting physical, emotional, and financial well-being
- Background check and employment protections in accordance with applicable laws
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