Access Center Specialist II-PT

The Nemours Foundation•Orlando, FL

5d•Onsite

About The Position

Nemours is seeking a part-time Access Center Specialist II to join its team in Orlando, Florida. This role works in a high-volume contact center handling appointment scheduling, clinical escalations, general call routing, and requests for information. The specialist has mastered the requirements of an Access Center Specialist and is trained to schedule across specialties beyond their assigned clinic groups, providing cross-coverage when needed to help meet call center metrics. The specialist is an initial telephone contact for patients and families and represents Nemours Children's Health with professional, courteous service. The role communicates with patients and providers by telephone and electronic means to schedule specialty appointments accurately and promptly according to established guidelines. It also supports accurate registration and insurance information, discusses financial obligations, collects payments when appropriate, and monitors registration- and insurance-related work queues to support timely claim filing. The specialist collaborates with other Nemours departments to meet patient access needs.

Requirements

High school diploma.
At least one year of customer service, medical office, or call center experience.
Mastery of Access Center Specialist requirements and training in scheduling groups beyond the assigned specialty clinics.

Nice To Haves

CRCR (Certified Revenue Cycle Representative) certification from HFMA.

Responsibilities

Answer calls for assigned clinic specialties using standardized greetings, call content, and closures.
Accurately 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 necessary appointment information when scheduling and send required 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, document calls, and escalate them according to guidelines.
Collect copays, outstanding balances, and applicable prepayments at scheduling, and partner with a Financial Advocate when appropriate.
Identify and attempt to resolve complaints; route unresolved complaints to the appropriate Nemours associate using escalation guidelines.
Demonstrate mastery of scheduling groups to provide cross-coverage when needed.
Perform other duties assigned by the supervisor, including assisting with MyChart messages, canceled clinics, follow-up reports, and wait-list reports.
Provide superior service to internal and external customers and demonstrate professionalism and commitment to Nemours' values.