Access Center Specialist II (Delaware)

Nemours Children's Health • Wilmington, DE

1d • Hybrid

About The Position

This role serves as a trusted guide for patients, families, providers, and internal teams—scheduling specialty appointments, verifying insurance and registration details, explaining financial responsibilities, and helping ensure each care journey starts smoothly and confidently.

Requirements

• High School Diploma required.

Nice To Haves

• More than one year of customer service, medical office, or call center experience preferred.
• Healthcare front desk functions (registration, scheduling, and insurance verification) a plus
• NAHAM/CHAA certification preferred.

Responsibilities

• Promptly answer incoming calls to schedule patient appointments and make outbound calls when follow-up is needed.
• Schedule appointments according to established division guidelines and communicate updates, delays, barriers, or appointment-related issues in a timely manner.
• Prioritize urgent diagnoses and appointments, using escalation processes when necessary.
• Educate callers on appointment preparation, requirements, directions, and clinic location to support a productive visit.
• Develop and maintain proficiency across all specialty areas to provide effective cross-coverage support as operational needs arise.
• Assist with scheduling needs across specialties to ensure continuity of service and seamless patient access.
• Support providers and clinic operations by managing canceled clinic requests, facilitating timely rescheduling, and minimizing disruptions to care.
• Ensure all scheduled appointments are accurate, appropriately assigned, and aligned with provider scheduling protocols to promote an optimal patient and provider experience.
• Collaborate with team members to maintain workflow efficiency, support departmental goals, and deliver high-quality service to patients and colleagues.
• Accurately process and document information required for insurance verification, registration, and billing in the Electronic Medical Record (EMR) system.
• Verify insurance eligibility, authorizations, participating insurance plans, and requirements using available resource tools and the Managed Care Manual.
• Inform callers when authorization is required at the time an appointment is scheduled.
• Communicate financial responsibility due at the time of service, offer advance collection when appropriate, and ensure accurate daily cash reconciliation.
• Refer patients to Financial Advocates when financial assistance is needed.
• Accurately document patient account notes to communicate pertinent information to 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 a smooth experience for internal and external customers through excellent customer service and effective communication.
• Interact professionally with coworkers, clinic personnel, patients, physicians, and other departments.
• Consistently achieve team metric standards and expectations.
• Maintain strict confidentiality at all times.
• Demonstrate reliability in daily work practices and a clear understanding of Nemours policies and procedures.
• Positively support the mission, vision, and values of Nemours.
• Bring forward compliance or ethics concerns and recommendations for operational improvement.
• Ensure successful adherence to organizational policies, procedures, and changes.
• Perform additional miscellaneous duties and responsibilities as assigned by the employee’s supervisor.

Benefits

• Competitive base compensation in the top quartile of the market
• Annual incentive compensation that values clinical activity, academic accomplishments and quality improvement
• health, life, dental, vision
• 403B with employer match.
• Licensure, CME and dues allowance
• Not-for-profit status; eligibility for Public Service Loan Forgiveness
• For those living and working in Florida, enjoy the benefit of no state income tax. Those based in Delaware benefit from the state's moderate tax structure.

What This Job Offers

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