About the role
The Patient Access Specialist embodies the mission, vision, and values of Northwestern Medicine, adhering to the organization's Code of Ethics, Corporate Compliance Program, and all relevant policies, procedures, guidelines, and regulatory standards.
Key Responsibilities:
- Uphold a 'Patients First' philosophy, demonstrating exceptional customer service and fostering a collaborative team environment.
- Address inquiries and resolve patient concerns promptly.
- Alert the Team Lead or Operations Coordinator of any significant issues.
- Ensure patient confidentiality in compliance with HIPAA regulations.
- Create a welcoming first impression for patients interacting with Northwestern Medicine.
- Proactively exceed patient expectations and escalate concerns to management when necessary.
- Accurately gather and validate patient demographic information per organizational standards.
- Coordinate with hospital departments and physicians’ offices to facilitate a seamless patient experience within NMHC systems.
- Contact patients to schedule appointments as needed.
- Conduct medical necessity checks for scheduled services and communicate any issues to patients effectively.
- Inform patients regarding any financial account issues related to their healthcare encounters.
- Provide estimates of out-of-pocket costs upon request.
- Offer training and education as necessary.
- Efficiently manage work schedules and complete assigned tasks punctually.
- Engage in cross-training across various departments to ensure adequate coverage.
- Participate in Quality Assurance reviews to maintain the integrity of patient data.
- Utilize effective service recovery techniques to address any service breakdowns.
- Follow department policies and compliance requirements diligently.
- Avoid actions that could place patients at financial or safety risk.
- Perform additional tasks as assigned.
Communication and Collaboration:
- Relay information to patients regarding physician referrals, insurance referrals, and consultations.
- Document authorization numbers in relevant systems as needed.
- Foster a professional communication environment across units and departments to resolve operational issues.
- Attend intra/interdepartmental meetings that may require movement within the NM campus.
- Communicate customer satisfaction issues to appropriate personnel.
