Access Center Specialist II-PT

Nemours Children's Health • Orlando, FL

6d • Onsite

About The Position

Nemours Children's Health is seeking a part-time Access Center Specialist II to join its team in Orlando, Florida. The specialist has mastered the requirements of an Access Center Specialist and can schedule across specialty groups beyond their assigned clinics, providing cross-coverage as needed to maintain call center metrics.

The Access Center is a high-volume contact center that handles appointment scheduling, clinical escalation, call routing, and information requests. The specialist obtains and enters accurate patient demographic and insurance information, discusses financial obligations with patient families, collects payments, and refers families to Financial Advocates when appropriate. The role also monitors registration and insurance items in patient work queues to support timely claim filing.

Working collaboratively with other Nemours departments, the specialist serves as an initial telephone contact for patients and families and provides professional, courteous service consistent with Nemours Children's Health standards. The specialist 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 closures.
• Capture and verify patient demographic, guarantor, legal guardian, and insurance information in the EMR; use quality review work queues to identify and correct discrepancies.
• Schedule appointments in the EMR according to scheduling and insurance guidelines, provide appointment information, and send necessary directions and paperwork by mail or email.
• Review electronic communications and process documentation to stay current on department procedures, and promptly notify leadership of questions.
• Answer questions accurately and assist customers with requests; prioritize health concerns using escalation criteria and document and escalate calls according to guidelines.
• Collect copayments, outstanding balances, and applicable prepayments when scheduling, partnering with Financial Advocates when appropriate.
• Identify and attempt to resolve complaints, routing unresolved complaints to the appropriate Nemours associate according to escalation guidelines.
• Demonstrate mastery of scheduling groups to provide cross-coverage when needed.
• Perform other duties as assigned, including assisting with MyChart messages, canceled clinics, follow-up, and wait-list reports.

What This Job Offers

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