Patient Access Specialist, Ambulatory Float - Full-Time, Days

Patient Access Specialist

Be a part of a world-class academic healthcare system at UChicago Medicine as a Patient Access Specialist at our DCAM - Hyde Park. Here you will work alongside our Ambulatory Float Pool team. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

Under direct supervision and in collaboration with the care team and related departments, is responsible for guiding patients through cancer center services at UCM. The Access Specialist ensures that the patient and their caregivers are able to access appropriate services in a timely manner with a high-degree of compassion and efficiency. This position is responsible for coordinating services and related appointments for all new patients among multiple providers and ancillary departments before and until their first visit.

Essential Job Functions:

• The Patient Access Specialist will be responsible to oversee the scheduling of the new cancer patient's initial appointment with the appropriate provider and will coordinate complex joint appointments and referrals for lab testing and imaging procedures prior to first visit in communication with program liaisons and providers.
• Anticipates patients' frequently asked questions and concerns by assuming a proactive approach prior to the initial visit. Ensures patient and their caregivers are well-prepared as to what to expect at the initial visit, including where to park, provides personal wayfinding to clinic location, review of visit itinerary, etc., to assure patients' first visit if efficient and attentive to their needs. Directs patient and caregiver questions and concerns to appropriate UCM clinicians, administrative staff and providers.
• Obtains patients' authorization for records, and in collaboration with the New Patient Associates verifies that all medical records, pathology slides and specimens, faxes and other items necessary for the initial visit have arrived. Collaborates with pre-visit team to obtain prior insurance authorizations and communicates with patient/caregiver as needed throughout process.
• If patient has socioeconomic issues exist, the coordinator will take point in putting the patient in touch with services; financial, social work, transportation, etc.
• Builds relationships and effectively collaborates with internal physicians, nursing staff and other hospital staff involved in the care of cancer patients and with members of the referring community with whom UCM has strategic partnerships. Attends appropriate multi-disciplinary meetings on campus and maintains knowledge on cancer-related terms, common procedures and up-to-date treatment protocols. Maintains personal knowledge base of available resources, both in-house and outside.
• Provides information on appropriate clinical trials and information regarding disease a diagnosis (via web or printed materials).
• Maintains statistics and generates reports for managers and others to identify new patient needs, trends, referral patterns, access barriers and to track outcomes related to the Oncology Support Coordinator role to ensure continuous improvements to service and access.
• Performs other related duties as assigned.

Required Qualifications:

• Minimum of 5 years' experience working in a high-volume healthcare environment
• Excellent organizational skills, well-developed written telephone and personal communication skills
• Must have the ability to exercise a high degree of diplomacy and tact, excellent customer services and interpersonal communication skills
• Cultural sensitivity and demonstrated ability to work with diverse people groups
• Ability to multi-task and prioritize is crucial to success in this position
• Compassionate listening skills are required for patient and family distress related to new diagnosis and issues related to course of disease
• Ideal candidate has strong interest and desire for extensive patient and family interaction
• Requires experience with and demonstrates a high commitment to customer service
• Uses discretion and good judgment and maintains patient confidentiality
• Must be able to independently and professionally interact with clinicians and personnel internal and external to UCM
• Understands when to escalate issues in order to maximize access for patients
• Ability to work well under pressure and be able to problem-solve and follow through with effective solutions
• Displays proficiency in understanding medical terminology through experience or certification
• Technical Expertise
• Demonstrated proficiency with:
• Various Microsoft based computer software programs for Office programs
• Knowledge of scheduling templates, insurance verification, hospital billing practices and HIPAA regulations

Position Details:

• Job Type/FTE: Full Time (1.0 FTE)
• Shift: Days - 8 am - 4:30 pm
• Work Location: Onsite - DCAM - Hyde Park
• Unit/Department: Ambulatory Float
• CBA Code: Non-Union

In this role, we anticipate that you will generally work approximately 40 hours per week. We anticipate that you will generally be scheduled to work the Day shift, from approximately 8 am - 4:30 pm and will not be scheduled for on-call shifts. We anticipate you will be scheduled to work 75% at the Hyde Park campus and 25% at various offsite locations. The days of the week that you are scheduled will be Monday - Friday.