Access Center Specialist II- FT ORL

The Nemours Foundation•Orlando, FL

14h

About The Position

The Access Center Specialist II has mastered the requirements of an Access Center Specialist and is trained to schedule appointments across specialty groups beyond assigned clinics. The role may provide cross-coverage in additional specialties to help meet call center metrics. The Access Center is a high-volume contact center responsible for appointment scheduling, clinical escalation, call routing, and information requests. This position gathers and enters accurate demographic and insurance information, discusses financial obligations with patient families, collects payments, and partners with Financial Advocates when appropriate. The specialist monitors registration- and insurance-related patient work queues to support timely claim filing and works collaboratively with other Nemours departments to meet patient access needs. As an initial telephone contact for patients and families, the specialist provides professional, courteous service consistent with Nemours Children's Health customer-service standards and values. The role communicates with patients and providers by telephone and other electronic means to schedule specialty appointments accurately and promptly according to established guidelines.

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 closure.
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 necessary appointment information when scheduling and send directions and paperwork by mail or email after the scheduling call.
Review electronic communications and process documentation to stay current on department processes, and promptly notify leadership of questions.
Answer questions and assist customers accurately.
Use escalation criteria to prioritize patient health concerns and document and escalate calls according to guidelines.
Collect copays, outstanding balances, and applicable prepayments at scheduling, and partner with a Financial Advocate when appropriate.
Identify and attempt to resolve complaints; route unresolved complaints to the appropriate Nemours associate using escalation guidelines.
Demonstrate mastery of scheduling groups and provide cross-coverage when needed.
Perform other duties as assigned, including assisting with MyChart messages, canceled clinics, follow-up reports, and wait-list reports.