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Access Center Specialist II
Center for Health Care StrategiesAccess Center Specialist scheduling pediatric appointments and supporting insurance, registration, and billing for Nemours Children's Health. Serving patients, families, providers, and specialty clinics from Wilmington in a hybrid role.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in patient scheduling, insurance verification, and customer service within a healthcare setting. Maintains confidentiality and adheres to compliance standards while effectively collaborating with team members to achieve departmental goals.
Highest-signal resume keywords
Patient SchedulingInsurance VerificationCustomer ServiceHealthcare Front Desk ExperienceNAHAM/CHAA Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Appointment SchedulingInsurance Eligibility VerificationEMR DocumentationBilling Information ProcessingCash Reconciliation
Soft Skills
CommunicationCollaborationFlexibilityProblem-Solving
Certifications & Qualifications
NAHAM CertificationCHAA Certification
Industry Keywords
HealthcareMedical OfficeCall CenterConfidentialityCompliance
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 issues
- Prioritize urgent diagnoses and appointments and use escalation processes when necessary
- Educate callers about appointment preparation, requirements, directions, and clinic locations
- Develop proficiency across specialty areas and provide cross-coverage scheduling support
- Manage canceled clinic requests and facilitate timely rescheduling
- Ensure appointments are accurate, appropriately assigned, and aligned with provider scheduling protocols
- Collaborate with team members to maintain workflow efficiency and departmental goals
- 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
- Communicate financial responsibility, offer advance collection when appropriate, and complete 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, escalate concerns, and complete staff messages
- Stay current on scheduling changes, insurance requirements, and applicable updates
- Provide professional customer service to patients, families, providers, coworkers, and departments
- Maintain confidentiality and adhere to Nemours policies, procedures, mission, vision, and values
- Bring forward compliance or ethics concerns and operational improvement recommendations
- 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 experience in registration, scheduling, and insurance verification is a plus
- NAHAM/CHAA certification preferred
- Flexibility for occasional schedule adjustments
- Availability for Monday–Friday, 9:30 a.m.–6:00 p.m. schedule
- Availability to attend initial office training Monday–Friday, 8:00 a.m.–5:00 p.m., for approximately 2–6 weeks
- Ability to travel to the office for training and shadowing
- Must work onsite until training is successfully completed and independent remote work is possible
- Ability to maintain strict confidentiality and meet team metric standards
Benefits
Comp & perks- Competitive base compensation in the top quartile of the market
- 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
- Hybrid work arrangement after successful completion of training and independent-work readiness