Quality and Compliance Leader
Vista Care
Patient Access Specialist
Northwestern Medicine
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois, Iowa, Wisconsin
Visit company websiteSalary
💰 $18 - $28 per hour
Job Level
JuniorMid-Level
About the role
- Consistently practices Patients First philosophy and adheres to high standards of customer service
- Responds to questions and concerns and forwards/escalates extraordinary issues to Team Lead or Operations Coordinator
- Maintains patient confidentiality per HIPAA regulations
- Provides exceptional customer service to patients and establishes a positive first impression of Northwestern Medicine
- Correctly identifies and collects patient demographic information in accordance with organization standards
- Interacts with hospital departments and physician offices to schedule and direct patients through NMHC systems
- Reaches out to patients to schedule appointments and performs medical necessity checks
- Informs patients of issues securing financial account for their encounter and completes out-of-pocket estimations
- Provides training and education as needed and acts as a training resource for new staff
- Manages work schedule efficiently and completes assigned tasks on time; cross-trains between departments
- Participates in Quality Assurance reviews to ensure integrity of patient data
- Uses effective service recovery skills to solve problems or service breakdowns
- Utilizes department and hospital policies and procedures and avoids putting patient in financial or safety risk
- Communicates about physician referrals, insurance referrals, and consultations; collects authorization numbers as applicable
- Communicates across units/departments, resolves operational issues, and supports internal customers
- Utilizes multiple online systems to verify/print orders and verifies insurance eligibility and benefits (NDAS, ASF, RTE, Epic)
- Sends quality Epic Messages/Telephone encounters and documents order retrieval and handoff instructions
- Proactively prevents issues with patient visits, analyzes account activity, suggests process improvements, and monitors registration/scheduling to meet quality standards
Requirements
- High School diploma or equivalent
- 2-3 years customer service or medical office experience
- Ability to read, write, and communicate effectively in English
- Excellent interpersonal, verbal, and written communication skills
- Proficiency in computer data-entry/typing
- Basic Computer Skills
- Ability to type 40 wpm
- Ability to multi-task
- Customer service oriented
- Excellent organizational, time management, analytical, and problem solving skills
- Must reside in IL, IN, IA, or WI (Remote requirement)
- Preferred: 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
