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Access Center Specialist II
Center for Health Care Strategies. Answer incoming calls and make outbound follow-up calls to schedule specialty appointments .
About the role
Key responsibilities & impact- Answer incoming calls and make outbound follow-up calls to schedule specialty appointments
- Obtain and enter accurate demographic and insurance information for encounters
- Process and document insurance verification, registration, and billing information in the EMR system
- Schedule appointments according to division guidelines and communicate updates and barriers
- Prioritize urgent diagnoses and appointments and escalate when necessary
- Verify insurance eligibility and authorizations using available tools
- Use the Managed Care Manual to verify participating insurances and requirements
- Inform callers of financial responsibility, offer advance collection, and ensure daily cash reconciliation
- Inform callers when authorization is required
- Refer patients to Financial Advocates for financial assistance
- Educate callers about appointment preparation and visit requirements
- Notate patient accounts for clinic, registration, authorization, financial, and billing departments
- Request medical records when necessary
- Review work queues daily, make corrections, and escalate issues to leadership
- Respond to and complete staff messages
- Support Cancelled Clinic requests
- Review scheduled appointments for accuracy and take necessary action
- Provide directions to clinics and locations
- Communicate appointment delays or issues with patients, physicians, and departments
- Achieve team metric standards and expectations
- Support Nemours' mission, vision, and values
- Report compliance or ethics issues and recommend operational improvements
- Perform other duties as assigned
Requirements
What you’ll need- High School Diploma required
- More than one (1) year of customer service, medical office, or call center experience preferred
- NAHAM certificate (National Association of Healthcare Access Management) - CHAA preferred
- Must accurately obtain and enter demographic and insurance information
- Must discuss financial obligations with patient families and collect when appropriate
- Must maintain strict confidentiality
- Must adhere to organizational policies, procedures, and changes
- Must provide professional customer service and communication to patients, providers, coworkers, and clinic personnel
Benefits
Comp & perks- Competitive base compensation in the top quartile of the market
- Annual incentive compensation that values clinical activity, academic accomplishments and quality improvement
- Comprehensive benefits: health, life, dental, vision
- 403B with employer match
- Not-for-profit status; eligibility for Public Service Loan Forgiveness
- For those living and working in Florida, no state income tax
- Those based in Delaware benefit from the state's moderate tax structure