Non-Clinical - Administrative - Patient Access Representative

Job Title

Responsibilities: Consistently practices Patients First philosophy and adheres to high standards of customer service. This includes setting an example to peers, coworkers, etc. by fostering a team atmosphere. Responds to questions and concerns. Forwards, directs, and notifies Team lead or Operations Coordinator of extraordinary issues as necessary. Maintains patient confidentiality per HIPAA regulations. Provides exceptional customer service to patients which establishes a positive first impression of Northwestern Medicine. Exceeds all consumer requests and alerts management of issues or concerns that require escalation. Correctly identifies and collects patient demographic information in accordance with organization standards. Interacts with various hospital departments and physicians' offices to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner. Reaches out to patients to schedule an appointment as defined. Performs medical necessity checks as necessary for scheduled services, communicate options to patient if appointment fails. Inform patients of any issues with securing the financial account for their encounter. Completes out-of-pocket estimations as requested by patients. Provides training and education as needed. Manages work schedule efficiently, completing tasks and assignments on time. Completes other duties assigned by manager. Cross training between various departments will take place to ensure coverage. Participates in Quality Assurance reviews to ensure integrity of patient data information. Uses effective service recovery skills to solve problems or service breakdowns when they occur. Utilizes department and hospital policies and procedures to complete assigned tasks. Adheres to all department policies and compliance requirements. Avoids putting patients in financial or safety risk. Other duties as assigned.

Qualifications: Required: 2-3 years customer service or medical office experience. Excellent interpersonal, verbal, and written communication skills. Proficiency in computer data-entry/typing. Excellent verbal and written communication skills. Ability to read, write, and communicate effectively in English. Basic Computer Skills. Ability to type 40 wpm. Ability to multi-task. Customer service oriented. Preferred: Additional education. Additional language skills. Healthcare finance and/or healthcare insurance experience. Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.