Access Coordinator II

ChristianaCare

1d•$20 - $30•Hybrid

About The Position

Serves as a key front-door representative of the organization, delivering a high-quality, patient-centered experience while supporting accurate and efficient patient access functions. Acts as both a Patient Access expert and Experience facilitator, guiding patients through registration, self-service tools (eCheck-in, kiosks), and scheduling needs. Collaborates with clinical, operational, and revenue cycle teams to ensure seamless patient flow, accurate data capture, and appropriate financial clearance for each encounter. Functions as a central resource for patient navigation, access support, and service recovery when needed.

Requirements

Ability to manage multiple software/websites simultaneously
Strong customer service and interpersonal skills with a focus on hospitality and patient experience
Ability to guide and educate patients on processes, technology, and financial responsibilities
Proficiency in registration, insurance verification, and scheduling workflows
Critical thinking and problem-solving skills, with ability to manage real-time service issues
Strong organizational skills with the ability to prioritize in a fast-paced environment
Effective communication skills, both verbal and written
Ability to adapt to change and manage multiple responsibilities simultaneously
Demonstrates accuracy and attention to detail in all aspects of work
Ability to work independently and collaboratively within established guidelines
Commitment to organizational values and patient-centered care
Ability to travel and work at any site, depending upon department needs.

Nice To Haves

Associate degree in Business/Medical related field preferred.
Two years’ experience in a medical, financial or marketing institution preferred.
Previous insurance or third-party experience is preferred

Responsibilities

Serves as the first point of contact for patients and visitors, providing a welcoming, professional, and service-oriented experience
Assists with wayfinding, patient flow, and communication of wait times to ensure a smooth visit
Proactively supports patients in utilizing self-service technologies, including eCheck-in, kiosks, and mobile tools
Provides real-time troubleshooting and service recovery for patients requiring additional support beyond self-service capabilities
Acts as a patient advocate, identifying barriers and facilitating timely resolution
Performs registration and verification activities to ensure accurate demographic and insurance information across multiple service lines
Validates eligibility, benefits, and coverage in alignment with organizational and payer requirements
Ensures all encounters are properly created and maintained to support clinical care, billing, and compliance
Determines and collects pre-service and point-of-service payments, including prior balances when appropriate
Educates patients on financial responsibility based on benefit plans and estimated liability
Presents and explains payment plan and financial assistance options, facilitating appropriate referrals when needed
Maintains working knowledge of payer requirements, coverage nuances, and regulatory considerations (including no balance billing where applicable)
Schedules follow-up appointments, diagnostic services, and ancillary procedures across a broad range of services
Demonstrates proficiency in scheduling the majority of services, with appropriate escalation or warm transfer for specialty or complex scheduling needs
Provides patients with clear next steps for continued care, including directions for labs, imaging, and specialty services
Supports Health Center operations, including coordination of front desk activities, mail handling, and vendor/courier access
Monitors and escalates facility or operational issues to leadership as appropriate
Maintains a safe environment by adhering to safety protocols and reporting hazards or concerns promptly