Access Center Specialist II- FT

Nemours Children's Health•Orlando, OK

14h

About The Position

Nemours is seeking a full-time Access Center Specialist II to join its team in Orlando, Florida. This role serves as an initial telephone contact for patients and families and provides accurate, prompt, and courteous scheduling of specialty appointments according to established guidelines. The Access Center is a high-volume contact center that handles appointment scheduling, clinical escalation, call routing, and requests for information. The specialist obtains and enters accurate demographic, guarantor, legal guardian, and insurance information for patient encounters; discusses financial obligations and collects payments or partners with Financial Advocates when appropriate; and monitors registration and insurance work queues to support timely claim filing. The role collaborates with other Nemours departments to meet patient access needs and provides professional, high-quality service to internal and external customers. A Specialist II has mastered the Access Center Specialist requirements, is trained to schedule across groups beyond their assigned specialty clinics, and provides cross-coverage in additional specialties as needed to support call center metrics.

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 using the standardized greeting, call content, and closure.
Capture and verify patient demographic, guarantor, legal guardian, and insurance information in the EMR system, and use quality review work queues to identify and correct discrepancies.
Schedule appointments in the EMR system according to scheduling and insurance guidelines, provide necessary appointment information, and send 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; prioritize patient health concerns using escalation criteria and document and escalate calls according to guidelines.
Collect copays, outstanding balances, and applicable prepayments during scheduling, and partner with Financial Advocates when appropriate.
Identify and attempt to resolve complaints, routing unresolved complaints to the appropriate Nemours associate using escalation guidelines.
Demonstrate mastery of all scheduling groups and provide cross-coverage when needed.
Assist with MyChart messages, canceled clinics, follow-up and wait-list reports, and other duties assigned by the supervisor.
Monitor registration and insurance-related items in patient work queues to help ensure timely claim filing.