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

Nemours Children's Health•Orlando, OK

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 groups beyond their assigned specialty clinics. They may be assigned to additional specialties to help meet call center metrics. 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 and insurance information for encounters, discusses financial obligations with patient families, collects payments, or escalates matters to Financial Advocates when appropriate. They monitor registration- and insurance-related items in patient work queues to support timely claim filing. Working collaboratively with other Nemours departments, the specialist helps meet patient access needs and serves as an initial telephone contact for patients and families, providing professional, courteous service consistent with Nemours Children's Health standards. They communicate with patients and providers by telephone and other electronic means to schedule specialty appointments accurately and promptly according to established specialty 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 (HFMA certification) preferred.

Responsibilities

Answer calls for assigned clinic specialties efficiently, using standardized greetings, call content, and 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 system according to scheduling and insurance guidelines, provide appointment information, and send necessary 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 accurately and assist customers with requests; use escalation criteria to prioritize patient health concerns and document and escalate calls according to guidelines.
Collect copayments, outstanding balances, and applicable prepayments during scheduling, partnering with a Financial Advocate when appropriate.
Identify and attempt to resolve complaints, and route unresolved complaints to the appropriate Nemours associate using escalation guidelines.
Demonstrate mastery of all scheduling groups and provide cross-coverage when needed.
Monitor registration- and insurance-related patient work queue items to support timely claim filing.
Collaborate with other Nemours departments to meet patient access needs and provide professional customer service to internal and external customers.
Perform other duties assigned by the supervisor, including assisting with MyChart messages, canceled clinics, follow-up reports, and wait-list reports.