Patient Access Specialist
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Job Description
Patient Access Specialist supporting Northwestern Medicine’s healthcare system through patient scheduling, registration, and insurance verification. Providing patient-first service and maintaining accurate medical records.
Responsibilities:
- Practice the Patients First philosophy and provide exceptional customer service
- Respond to patient questions and concerns and escalate extraordinary issues as necessary
- Maintain patient confidentiality in accordance with HIPAA regulations
- Identify and collect accurate patient demographic information
- Schedule and direct patients through Northwestern Medicine systems
- Reach out to patients to schedule appointments
- Perform medical necessity checks for scheduled services and communicate options when appointments fail
- Inform patients about issues securing financial accounts
- Complete out-of-pocket estimates upon request
- 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 of patient data
- 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 resolve operational issues
- Verify or print patient orders using online retrieval systems
- Verify insurance eligibility and benefit levels using online tools or phone
- Complete accurate handoff instructions and notes in Epic
- Run real-time eligibility checks and follow out-of-network policies
- Send descriptive, grammatically correct Epic messages and telephone encounters
- Prevent visit issues by verifying tests, preparation requirements, scheduling conflicts, time, location, and order retrieval
- Ensure complete registration data and update patient information
- Analyze account activity, identify problems, and initiate resolutions
- Suggest process improvements and participate in quality improvement activities
- Monitor registration, scheduling, and insurance verification against quality standards
- Act 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
- Must complete a criminal-history background check if offered the position
Benefits:
- Tuition reimbursement
- Loan forgiveness
- 401(k) matching
- Lifecycle benefits
- Benefits supporting physical, emotional, and financial well-being
- Protection for unexpected life events
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