Patient Access Specialist

Northwestern Memorial Healthcare • Grayslake, IL

2d • $18 - $28

About The Position

The Patient Access Specialist reflects Northwestern Medicine’s mission, vision, and values, follows its Code of Ethics and Corporate Compliance Program, and complies with applicable policies, procedures, regulatory requirements, and accreditation standards. The role provides patient-focused customer service and supports patient scheduling, registration, insurance verification, and related financial account processes. It works with patients, physicians’ offices, hospital departments, and scheduling staff to help guide patients through Northwestern Medicine systems while maintaining accurate records and protecting confidentiality.

The specialist may be cross-trained across departments to support coverage, participate in quality assurance and improvement activities, and serve as a training resource for new staff and coworkers. Work processes and schedules may change to meet business needs and evolving healthcare policies.

Requirements

• High school diploma or equivalent.
• 2–3 years of customer service or medical office experience.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to read, write, and communicate effectively in English.
• Proficiency in computer data entry and typing; ability to type 40 words per minute.
• Basic computer skills and ability to use computer applications efficiently.
• Ability to multitask.
• Customer-service orientation.
• Excellent organizational, time-management, analytical, and problem-solving skills.

Nice To Haves

• Additional education.
• Additional language skills.
• Healthcare finance and/or healthcare insurance experience.
• Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.

Responsibilities

• Provide patient-first customer service, respond to questions and concerns, and help create a positive first impression of Northwestern Medicine.
• Escalate extraordinary issues and customer satisfaction concerns to the appropriate team lead, operations coordinator, management, or other individuals.
• Maintain patient confidentiality in accordance with HIPAA regulations and avoid putting patients at financial or safety risk.
• Collect, identify, verify, and update patient demographic and registration information according to organizational standards.
• Coordinate with hospital departments and physicians’ offices to schedule and direct patients through NMHC systems; contact patients to schedule appointments as defined.
• Perform medical necessity checks when needed and communicate options when an appointment does not meet requirements.
• Inform patients of issues securing the financial account for an encounter and provide out-of-pocket estimates when requested.
• Communicate with patients about physician referrals, insurance referrals, and consultations; collect authorization numbers in applicable systems.
• Verify insurance eligibility and benefits through online tools or by phone, run real-time eligibility checks, and follow applicable out-of-network policies.
• Use online order retrieval systems to verify or print patient orders and document accurate handoff instructions and notes in Epic.
• Send clear, descriptive, and grammatically correct Epic messages and telephone encounters.
• Check appointment details, required preparations, potential test conflicts, times and locations, order documentation, and duplicate patient records to help prevent visit issues.
• Monitor registration, scheduling, and insurance verification for compliance with quality standards; analyze account activity and initiate appropriate resolutions.
• Participate in quality assurance reviews and departmental quality improvement activities, evaluate procedures, and suggest process improvements.
• Use departmental resources efficiently and adjust processes as needed to meet standards.
• Provide training and education as needed and share process and workflow information with new staff and coworkers.
• Manage work efficiently, complete assignments on time, adapt to changing schedules and business needs, and perform other assigned duties.
• Promote constructive communication and teamwork across departments, accommodate different communication abilities, and support internal customers and coworkers.
• Attend intra- or interdepartmental meetings as needed; meetings may involve walking within the NM campus.
• Follow department and hospital policies, procedures, and compliance requirements.

Benefits

• Tuition reimbursement
• Loan forgiveness
• 401(k) matching
• Benefits intended to support physical, emotional, and financial well-being and provide protection for unexpected life events

What This Job Offers

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