Access Center Specialist II- FT ORL-

Nemours Children's Health•Orlando, FL

About The Position

The Access Center Specialist II has mastered the requirements of the Access Center Specialist role and is trained to schedule appointments across specialty groups beyond their assigned clinics. The specialist may be assigned additional specialties as needed to support call center metrics. The Access Center is a high-volume contact center handling appointment scheduling, clinical escalation, call routing, and information requests. This role obtains and enters accurate patient demographic, guarantor, legal guardian, and insurance information; discusses financial obligations with patient families; collects payments or coordinates with Financial Advocates when appropriate; and monitors registration- and insurance-related patient work queues to support timely claim filing. The specialist works collaboratively with other Nemours departments to meet patient access needs and serves as an initial telephone contact for patients and families, delivering professional, courteous service consistent with Nemours Children's Health standards and values. The specialist communicates with patients and providers by telephone and electronic means to schedule specialty appointments accurately and promptly according to established guidelines. The role also assists with MyChart messages, canceled clinics, follow-up and wait-list reports, and other duties assigned by the supervisor.

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 (HFMA) certification.

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 system; use the quality review work queue 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 processes and promptly raise questions to leadership.
Answer customer questions accurately and assist with requests; prioritize patient health concerns using escalation criteria and document and escalate calls according to guidelines.
Collect copays, outstanding balances, and applicable prepayments when scheduling, and partner with Financial Advocates when appropriate.
Identify and attempt to resolve complaints, routing callers to the appropriate Nemours associate when resolution is not possible.
Demonstrate mastery of all scheduling groups and provide cross-coverage as needed.
Assist with MyChart messages, canceled clinics, follow-up and wait-list reports, and other assigned duties.
Monitor registration- and insurance-related patient work queues to support timely claim filing.