Patient Access Representative II

National Jewish Health is seeking a Patient Access Representative II to provide excellent customer service by coordinating patient appointments and supporting access to care. This role focuses on assisting patients over the phone, collecting and updating information, and ensuring a smooth scheduling experience. No prior healthcare experience is required, making this an excellent opportunity for individuals with strong communication and service skills to start or grow a career in health care.

Key Responsibilities

• Assist patients with scheduling appointments and answering questions with professionalism and care.
• Collect and update patient demographic, insurance, and scheduling information accurately.
• Verify insurance eligibility, obtain referrals or authorizations, and connect patients with financial counseling when needed.
• Support physicians and clinical staff by managing schedules and resolving appointment issues.

National Jewish Health, the leading respiratory hospital in the nation, has been at the forefront of patient care and groundbreaking medical discovery since 1899. For 125 years, the institution has been dedicated to providing exceptional care, conducting pioneering research, and educating future health care professionals.

Position Summary: To schedule patient appointments for physician and ancillary services. To accurately collect all necessary patient demographic and insurance information. To maintain communications with both patients and clinical staff regarding scheduling issues.

Essential Duties

• Provides excellent customer service to patients, co-workers, physicians and clinical staff. Greets customers on the telephone, assesses needs and provides information and/or service requested. Directs patient calls to appropriate departments.
• Collects all necessary patient demographic, insurance and clinical information and updates changes when needed.
• Schedules new patient appointment using symptoms and clinical information collected. Determines which physician and/or clinic can best serve the patient. Schedules patient appointments for physician and ancillary services in a timely and accurate manner. Accurately update and maintain patient wait list.
• Ensures that patient’s insurance allows them to be seen with scheduled physician at National Jewish.
• Refers patients to financial counseling if necessary.
• Ensures referrals for services are obtained. Communicates with utilization management if necessary to ensure that services are authorized prior to the scheduled appointment. Accurately update and maintain waitlist.
• Reads, comprehends, and completes clinical orders in the EMR in a timely and accurate manner.
• Notifies admissions department of need for direct patient contact and follow up.
• Communicates with clinicians to ensure that patient appointments are accurately ordered and scheduled. Manages physician schedules as assigned to ensure that schedules are full and accurate.
• Maintains communications with patients to keep them apprised of the status of their appointments. Acts as a problem solver with patients, clinicians and departments to ensure that scheduling is performed with the highest level of customer service. Monitors all aspects of individual patient schedules for continuity of appointments and appropriate prerequisite appointments.
• Self-reviews scheduled appointments to ensure account is correctly set up. Serves as a backup for other personnel in the Adult Administrative Services Department.
• Maintains appropriate level of knowledge regarding NJH clinical operations, insurance procedures, and clinical terminology and coding practices. Maintains appropriate level of expertise with the Registration and Scheduling systems.

Competencies

• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
• Business Acumen: Using economic, financial, market, and industry data to understand and improve business results; using one’s understanding of major business functions, industry trends, and own organization’s position to contribute to effective business strategies and tactics.
• Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.
• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.
• Peer Relationships: Interacts with others in a constructive, positive, and respectful manner, regardless of individual differences. Assists team members or co-workers in achieving personal goals and completing assignments.

Supervisory or Managerial Responsibility: None

Travel: None

Core Values

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Be well groomed, appropriately for your role and wear ID Badge visibly.
• Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
• Promotes a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
• Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
• Wears appropriate PPE as outlined by the infection control policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

• Education: High school graduate or equivalent preferred. Associates degree in business, nursing or health care administration, preferred.
• Work Experience: A minimum of two (2) or more years of recent and related experience in a health care or customer service environment required.
• Special Training, Certification or Licensure: None

Salary Range: $21.00 - $24.00. Candidates who are bilingual speaking Spanish will receive an additional $1.00/hour lanugage differential.

Benefits

At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset. With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

• Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
• Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan
• Exclusive Discounts: Savings on local services, insurance, and RTD bus passes.