Access Center Specialist II

Center for Health Care Strategies

. Answer incoming calls and make outbound follow-up calls to schedule patient appointments .

Posted 9/29/2026full-timeWilmington • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in patient scheduling, insurance verification, and customer service within a healthcare setting. Proficient in managing appointment logistics and maintaining confidentiality while adhering to organizational policies.

Highest-signal resume keywords

Patient SchedulingInsurance VerificationCustomer ServiceHealthcare Front Desk FunctionsNAHAM/CHAA Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Appointment SchedulingInsurance VerificationRegistrationBilling Information ProcessingCross-Coverage SchedulingDaily Cash ReconciliationMedical Record RequestsWork Queue ManagementEscalation ProcessesFinancial Assistance Referral

Soft Skills

Professional CommunicationCustomer Service ExcellenceTeam CollaborationProblem SolvingConfidentiality Maintenance

Tools & Technologies

EMR

Certifications & Qualifications

NAHAM CertificationCHAA Certification

Industry Keywords

HealthcareCall CenterMedical OfficePatient Account ManagementOperational Improvements

About the role

Key responsibilities & impact

Answer incoming calls and make outbound follow-up calls to schedule patient appointments
Schedule appointments according to division guidelines and communicate updates, delays, barriers, and appointment-related issues
Prioritize urgent diagnoses and appointments and use escalation processes when necessary
Educate callers about appointment preparation, requirements, directions, and clinic locations
Provide cross-coverage scheduling support across specialty areas
Manage canceled clinic requests and facilitate timely rescheduling
Process and document insurance verification, registration, and billing information in the EMR
Verify insurance eligibility, authorizations, participating plans, and requirements
Inform callers when authorization is required and communicate financial responsibility
Offer advance collection when appropriate and ensure accurate daily cash reconciliation
Refer patients to Financial Advocates when financial assistance is needed
Document patient account notes and request medical records when necessary
Review work queues daily, make corrections, and escalate concerns to leadership
Respond to and complete staff messages
Provide excellent customer service and communicate professionally with patients, families, providers, coworkers, and departments
Maintain confidentiality, meet team metric standards, and follow Nemours policies and procedures
Support Nemours' mission, vision, and values and recommend operational improvements
Perform additional duties as assigned

Requirements

What you’ll need

High School Diploma required
More than one year of customer service, medical office, or call center experience preferred
Healthcare front desk functions (registration, scheduling, and insurance verification) a plus
NAHAM/CHAA certification preferred
Monday through Friday availability from 9:30 a.m. to 6:00 p.m., with flexibility for occasional schedule adjustments
Availability to travel to the office for initial training and shadowing
Must work onsite until training is successfully completed and independent work from home is possible

Benefits

Comp & perks

Annual incentive compensation
Comprehensive health, life, dental, and vision benefits
403B with employer match
Licensure, CME and dues allowance
Eligibility for Public Service Loan Forgiveness
No state income tax for those living and working in Florida
Moderate tax structure for those based in Delaware