Access Center Specialist II

Nemours Children's Health • Orlando, OK

16h • Hybrid

About The Position

Nemours is seeking a full-time Access Center Specialist II to join its Orlando, Florida team. This is a hybrid position. The specialist communicates with patients and providers by telephone to schedule specialty appointments accurately, promptly, and courteously according to division guidelines. The role obtains and enters accurate demographic and insurance information, discusses financial obligations with patient families, and collects payments when appropriate.

The specialist monitors registration- and insurance-related patient work queues to support timely claim filing and works collaboratively with medical secretaries and department managers to meet patients’ access needs. The position requires superior service to internal and external customers and professional conduct that reflects Nemours’ values.

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. Its nonprofit system provides clinical care, research, education, advocacy, and prevention, with a Whole Child Health approach. The organization also emphasizes inclusion, culturally relevant care, reducing health disparities, and an environment where associates, patients, and families feel supported and valued.

Requirements

• High school diploma required.

Nice To Haves

• More than one year of customer service, medical office, or call center experience preferred.
• NAHAM certificate (National Association of Healthcare Access Management) – CHAA preferred.

Responsibilities

• Answer incoming calls promptly to schedule patient appointments and make outbound follow-up calls when needed.
• Provide effective communication and customer service to internal and external customers.
• Process and document information for insurance verification, registration, and billing in the Electronic Medical Record (EMR) system.
• Schedule appointments according to division guidelines and communicate updates and barriers promptly.
• Prioritize urgent diagnoses and appointments and use escalation processes when necessary.
• Verify insurance eligibility and authorizations using available resource tools.
• Use the Managed Care Manual to verify participating insurances and their requirements.
• Inform callers of financial responsibility due at the time of service, offer advance collection when scheduling, and ensure accurate daily cash reconciliation.
• Inform callers when authorization is required and follow the authorization process.
• Refer patients to Financial Advocates when financial assistance is needed.
• Educate callers about appointment preparation and requirements for a productive visit.
• Document pertinent information in patient accounts for clinic, registration, authorization, family financial, and billing departments.
• Request medical records when necessary.
• Review work queues daily, make corrections, and escalate issues to leadership when necessary.
• Respond to and complete staff messages.
• Provide support for Cancelled Clinic requests.
• Review scheduled appointments and take necessary action to ensure their accuracy.
• Offer specific directions to the clinic and location where the patient will be seen.
• Stay current on appointment scheduling changes and insurance requirements.
• Interact professionally with coworkers and clinic personnel.
• Communicate effectively with patients, physicians, and other departments about delays or appointment-related issues.
• Consistently meet team metric standards and expectations.
• Maintain strict confidentiality.
• Support Nemours’ mission, vision, and values.
• Raise compliance or ethics issues and recommend operational improvements.
• Adhere to organizational policies, procedures, and changes.
• Perform other duties as assigned.

Benefits

• Competitive base compensation in the top quartile of the market.
• Annual incentive compensation that values clinical activity, academic accomplishments, and quality improvement.
• Comprehensive health, life, dental, and vision benefits.
• 403B with employer match.
• Licensure, CME, and dues allowance.
• Not-for-profit status and eligibility for Public Service Loan Forgiveness.
• Florida residents working in Florida benefit from no state income tax; Delaware-based employees benefit from the state's moderate tax structure.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED