Access Center Specialist II- Hiring Event 11/5/26

The Nemours Foundation•Orlando, FL

About The Position

The Access Center Specialist II has mastered the requirements of an Access Center Specialist and is trained to schedule appointments across groups beyond their assigned specialty clinics. The specialist may be regularly assigned to additional specialties to help maintain call center metrics. The Access Center is a high-volume contact center that handles appointment scheduling, clinical escalations, call routing, and requests for information. This role obtains and enters accurate demographic and insurance information for encounters, discusses financial obligations with patient families, collects payments, and refers families to Financial Advocates when appropriate. The specialist monitors registration and insurance items in patient work queues to support timely claim filing and collaborates 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 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 closure.
Capture and verify patient demographics, 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 according to 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 processes, 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 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.
Provide cross-coverage across scheduling groups when needed.
Perform other assigned duties, including assisting with MyChart messages, canceled clinics, follow-up reports, and wait-list reports.