Patient Access Conversion Specialist

Duly Health And Care • Joliet, IL

288d • $16 - $24

About The Position

As a key member of the care team, the Patient Access Conversion Specialist plays a crucial role in ensuring that seniors receive top-tier care while improving health outcomes at Duly. This role requires a highly organized, efficient, and reliable individual who enjoys coordinating details and facilitating seamless care delivery. By proactively engaging patients, the Patient Access Facilitator ensures that appointments are scheduled, barriers to care are navigated, and patients are supported through every step of their healthcare journey. The ideal candidate will collaborate closely with providers, clinical support staff, and operations to guarantee patients are seen and treated as intended. This role requires a balance of professionalism, empathy, clear communication, and a commitment to excellent service, all while maintaining strict confidentiality in line with HIPAA guidelines. This position reports directly to the Practice Manager and works in tandem with the Supervisor of Outbound Scheduling and the Director of Field Operations, Value-Based Care.

Requirements

• High school diploma or GED.
• 2-3 years of experience in collections call center or accounts receivable role, with a proven record of managing billing inquiries, handling overdue accounts; experience in negotiating and addressing client's concerns and barriers to provide payment.
• Previous experience in a role providing outbound calls to clients, and a proven ability to independently problem solve and offer appropriate solutions to yield results.
• Prior experience in fast-paced environments where ability to influence decision-making and motivate individuals toward action were instrumental in meeting metrics.
• Experience working with performance metrics (such as call resolution rates, conversion rates, and customer satisfaction scores).
• Strong communication skills and the ability to navigate challenging conversations are essential; the ideal candidate should have experience successfully turning difficult interactions into positive outcomes.

Responsibilities

• Engage with patients proactively to schedule critical appointments and ensure timely follow-up with patients.
• Identify and address barriers to care through engaging conversations with patients to better understand and resolve challenges in accessing healthcare.
• Receive inbound calls and provide seamless customer service, scheduling appointments or handling inquiries efficiently.
• Follow the approved script when discussing health risk evaluations with potential members, ensure members understand and are comfortable with the terms of the evaluation.
• Present a positive and professional face to clients, health plan members, and workforce.
• Coordinate resources and logistics, such as transportation and specialist referrals, ensuring that every detail of the patient's care journey is smooth and well-managed.
• Ensure appointment retention by sending reminders and facilitating follow-ups for continued care.
• Collaborate with clinical teams to coordinate specialist referrals, screenings, and follow-up care for patients.
• Adjust and reschedule appointments as needed, ensuring accurate and timely communication to internal teams.
• Adhere to established procedures and guidelines to ensure that all patient information is handled accurately and according to HIPAA standards, ensuring consistency and security in scheduling practices.

Benefits

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

What This Job Offers

• Job Type: Full-time
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED