Lead Patient Access Conversion Specialist - Lombard - Dermatology

If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.

Lead Patient Access Conversion Specialist - Dermatology

• Full-Time, 40 hours per week.
• Monday - Friday | 8:00am-5:00pm.
• Location: Lombard, IL

Benefits

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

An indispensable member of the care team, the Patient Access Conversion Specialist, Lead, is responsible for coordinating best-in-class care delivery and improve health outcomes. The Patient Access Conversion Specialist, Lead, is responsible for collaborating with providers, clinical support staff, and operations to ensure patients are scheduled and seen as intended. The individual provides efficient, effective, quality customer service when scheduling appointments, explaining the purpose of appointments, providing same-day access, navigating care, validating patient demographics, and verifying coverage.

In addition to performing the responsibilities of the Patient Access Conversion Specialist, the Lead serves as a resource and subject matter expert for team members and assists leadership with daily workflow coordination, onboarding and training, troubleshooting complex issues, and maintaining quality and operational standards. The Lead helps communicate process and workflow updates, identifies opportunities for improvement, and escalates operational concerns to the appropriate leadership. It is imperative that strict patient confidentiality is maintained as well as adherence to all HIPAA guidelines.

This role will report to the Practice Manager or Operational Supervisor.

KEY RESPONSIBLITIES

Quality and accuracy (70%)

• Monitor team productivity, quality, and timeliness and identify trends or opportunities for improvement.
• Assist leadership with reviewing productivity and quality metrics and communicating performance expectations to team members.
• Identify scheduling errors, workflow concerns, or recurring issues and assist with correcting them.
• Participate in quality assurance reviews and provide feedback to team members regarding scheduling accuracy, patient interactions, and adherence to department protocols.
• Build value in programs to overcome patient objections and schedule as appropriate
• Partners with clinical and operational teams to schedule patients
• Transferring clinical calls to Triage when required
• Participates in quality assurance reviews to ensure ongoing improvement in outreach efforts
• References scheduling guidelines and protocols to assure accurate scheduling
• Review and updates patient demographic and insurance information as needed
• Answers switchboard calls and transfers patients to the correct department
• Sends afterhours physician pages for inpatient and outpatient callers

Phone Etiquette and Call wrap-up (15%)

• Answers incoming calls pleasantly and appropriately using the assigned greeting and name
• Speak clearly and professionally
• Wraps up call appropriately: accurately documents outreach calls, appointment scheduling, notable patient concerns, and any resources provided

Participates in departmental projects, huddles, and meetings (15%)

• Attends meetings as required. Responsible for maintaining and obtaining accurate and current resource material
• Participates in the rotation of department responsibilities and performs other projects and duties related to the organization review

If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.

The compensation for this role includes a base pay range of $17.50-26.50 with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.