Access Center Specialist II

Center for Health Care Strategies

Access Center Specialist II communicating with patients for scheduling specialty appointments. Responsible for verifying insurance and ensuring smooth appointment processes in the Jacksonville, FL office.

Posted 7/11/2026full-timeJacksonville • Florida • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Promptly answers incoming calls to schedule appointment for patients; makes outbound calls when follow-up is needed.
Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication.
Ensures efficient processing and documentation of all information required for insurance verification, registration and billing in the Electronic Medical Record (EMR) system.
Schedule patient appointment according to established division guidelines and communicate updates and barriers in a timely manner.
Ensure urgent diagnosis and appointments are handled with priority and escalation processes are utilized when necessary.
Verify insurance eligibility and authorizations utilizing the available resource tools.
Utilize the Managed Care Manual to verify participating insurances and their requirements.
Inform the caller of their financial responsibility that is due at the time of service/offer to collect in advance at the time of scheduling and ensure accurate daily cash reconciliation.
Adhere to the authorization process by informing the caller that an authorization is needed (if applicable) at the time the appointment is made.
Refer patients to the Financial Advocates if financial assistance is needed.
Educate the callers on the preparation for the appointment or requirements needed to ensure a productive visit.
Accurately notate the patient’s accounts to communicate pertinent information to clinic, registration, authorization, family financial, and billing departments.
Request medical records when necessary.
Review work queues on a daily basis, make corrections and/or escalate to leadership if necessary.
Respond to and complete staff message.
Provide support for Cancelled Clinic requests.
Review and take the necessary action to ensure patient scheduled appointments are accurate.
Always offer specific directions to the clinic and location that they will be seen.
Stay up to date of appointment scheduling changes and insurance requirements.
Interact with coworkers and clinic personnel in a professional manner.
Communicates effectively with patients, physicians and/or other departments regarding delays or any issues relating to patient appointments.
Consistently achieve team metric standards and expectations.
Maintains strict confidentiality at all times.
Positively support mission, vision and values of Nemours.
Brings forth any compliance/ethic issues and recommendations for operational improvement.
Ensures successful adherence to policies, procedures and changes to the organization
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.

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, enjoy the benefit of no state income tax. Those based in Delaware benefit from the state's moderate tax structure.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Insurance Eligibility VerificationAppointment SchedulingDocumentation ProcessingCash ReconciliationMedical Record Request

Soft Skills

Effective CommunicationCustomer ServiceTeam CollaborationProblem-SolvingConfidentiality

Certifications

NAHAM Certification - CHAA