Access Center Specialist II

The Nemours Foundation•Orlando, FL

5d•Onsite

About The Position

Nemours is seeking a full-time Access Center Specialist II in Orlando, Florida. The specialist has mastered the requirements of an Access Center Specialist and is trained to schedule appointments across groups beyond their assigned specialty clinics, providing cross-coverage when needed to support call center metrics. The Access Center is a high-volume contact center handling appointment scheduling, clinical escalation, general call routing, and information requests. The role obtains and enters accurate demographic and insurance information for patient encounters, discusses financial obligations with families, collects payments, and refers families to Financial Advocates when appropriate. It also monitors registration- and insurance-related patient work queues to help ensure timely claim filing. The specialist works collaboratively with other Nemours departments to meet patient access needs and serves as an initial telephone contact for patients and families, providing professional, courteous service consistent with Nemours Children's Health standards and values. The specialist communicates with patients and providers by telephone and other electronic means to schedule specialty appointments accurately and promptly in accordance with established guidelines. Additional duties may include assisting with MyChart messages, canceled clinics, follow-up reports, and wait-list reports.

Requirements

High school diploma.
At least 1 year of customer service, medical office, or call center experience.

Nice To Haves

CRCR (Certified Revenue Cycle Representative) certification from HFMA.

Responsibilities

Answer calls for assigned clinic specialties efficiently using standardized greetings, call content, and call closures.
Capture and verify patient demographic, guarantor, legal guardian, and insurance information in the EMR system.
Use the quality review work queue to identify and correct discrepancies.
Schedule appointments in the EMR system in accordance with scheduling and insurance guidelines.
Provide appointment information when scheduling and send necessary directions and paperwork by mail or email after the call.
Review electronic communications and process documentation to stay current on department procedures, and promptly notify leadership of questions.
Answer questions and assist customers accurately.
Use escalation criteria to prioritize patient health concerns, document calls, and escalate them according to guidelines.
Collect copays, outstanding balances, and applicable prepayments during scheduling, partnering with a Financial Advocate when appropriate.
Identify and attempt to resolve complaints, routing unresolved complaints to the appropriate Nemours associate according to escalation guidelines.
Provide cross-coverage by demonstrating mastery of all scheduling groups.
Perform other duties assigned by the supervisor, including assistance with MyChart messages, canceled clinics, follow-up reports, and wait-list reports.
Monitor registration- and insurance-related patient work queues to support timely claim filing.