Access Center Specialist II

The Nemours Foundation • Wilmington, NC

2d • Hybrid

About The Position

Nemours is seeking a full-time Access Center Specialist II for its Wilmington, Delaware team. This hybrid role supports patients, families, providers, and internal teams by scheduling specialty appointments, verifying insurance and registration details, explaining financial responsibilities, and helping ensure a smooth care experience. The role initially requires onsite training and shadowing; employees are expected to work onsite until they complete training and can work independently from home.

The regular schedule is Monday through Friday, 9:30 a.m. to 6:00 p.m., with occasional schedule adjustments possible to meet business needs. Initial office training is Monday through Friday, 8:00 a.m. to 5:00 p.m., and is expected to last approximately two to six weeks. Candidates must be available to travel to the office for training and shadowing.

The specialist schedules appointments across specialty areas, communicates appointment details and updates, prioritizes urgent appointments, and supports clinic operations and continuity of service. The role also processes insurance, authorization, registration, and billing information in the Electronic Medical Record (EMR); documents account information; handles follow-up and work queues; and provides professional, confidential customer service in accordance with Nemours policies and procedures.

Requirements

• High school diploma required.
• Must be available to travel to the office for training and shadowing.
• Must work onsite until training is successfully completed and the employee can work independently from home.
• Must be flexible, as occasional schedule adjustments may be necessary to meet business needs.

Nice To Haves

• More than one year of customer service, medical office, or call center experience preferred.
• Experience with healthcare front desk functions, including registration, scheduling, and insurance verification, is a plus.
• NAHAM/CHAA certification preferred.

Responsibilities

• Answer incoming calls to schedule patient appointments and make outbound calls for follow-up.
• Schedule appointments according to division guidelines and communicate updates, delays, barriers, and appointment-related issues promptly.
• Prioritize urgent diagnoses and appointments and use escalation processes when necessary.
• Educate callers about appointment preparation, requirements, directions, and clinic locations.
• Maintain proficiency across specialty areas and provide cross-coverage and scheduling support as operational needs arise.
• Manage canceled clinic requests, facilitate timely rescheduling, and minimize disruptions to care.
• Ensure appointments are accurate, appropriately assigned, and aligned with provider scheduling protocols.
• Collaborate with team members to maintain efficient workflows and meet departmental goals.
• Process and document information for insurance verification, registration, and billing in the EMR system.
• Verify insurance eligibility, authorizations, participating plans, and requirements using available resources and the Managed Care Manual.
• Inform callers when authorization is required at the time of scheduling.
• Communicate financial responsibility due at the time of service, offer advance collection when appropriate, and complete accurate daily cash reconciliation.
• Refer patients to Financial Advocates when they need financial assistance.
• Document pertinent patient account information for clinic, registration, authorization, family financial, and billing departments.
• Request medical records when necessary.
• Review work queues daily, make corrections, and escalate concerns to leadership as needed.
• Respond to and complete staff messages; stay current on scheduling changes, insurance requirements, and applicable updates.
• Provide effective customer service and communicate professionally with coworkers, clinic personnel, patients, physicians, and other departments.
• Meet team metric standards and expectations, maintain confidentiality, and follow Nemours policies and procedures.
• Support Nemours' mission, vision, and values; raise compliance or ethics concerns and recommend operational improvements.
• Adhere to organizational policies, procedures, and changes, and perform additional duties as assigned by the supervisor.

Benefits

• Competitive base compensation in the top quartile of the market.
• Annual incentive compensation recognizing clinical activity, academic accomplishments, and quality improvement.
• Health, life, dental, and vision benefits.
• 403B with employer match.
• Licensure, CME, and dues allowance.
• Not-for-profit status and eligibility for Public Service Loan Forgiveness.

What This Job Offers

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