Access Center Specialist III

Nemours is seeking an Access Center Specialist III (Full-Time), to join our team in Jacksonville, Florida.

This is a hybrid position.

The Access Center Specialist III has mastered all requirements of the Access Center Specialist listed below and based on a demonstrated history of high performance and self-monitoring, has a target focus on non-inbound call roles such as referral and MyChart scheduling request work queues, inbasket messages, clinic cancellation requests, application of call schedules, etc.

The Access Center is a high-volume contact center handling appointment scheduling, clinical escalation and general call routing and requests for information.

The Access Center Specialist is responsible for obtaining and entering accurate demographic and insurance information for all encounters and must discuss financial obligations with patient families, collecting payments or escalating to Financial Advocates when appropriate.

In addition, the Access Center Specialist is responsible for monitoring registration and insurance related items that fall into patient work queues to ensure timely claim filing.

This role works collaboratively with other Nemours departments to ensure all patient access needs are met.

The Access Center Specialist serves as an initial contact for patients and families via telephone in a manner consistent with Nemours Children's Health customer service and standards of behavior.

The Access Specialist is required to provide superior customer service to both internal and external customers, and represent Nemours in a positive, professional manner.

They are responsible for demonstrating a commitment to service, organization values, and professionalism through appropriate conduct and demeanor always.

The Access Center Specialist communicates with patients and providers via telephone and other electronic means to ensure accurate, prompt, and courteous scheduling of specialty appointments according to established specialty guidelines.


* Manages outbound appointment requests received via the Appointment Request Work Queue following established standard work guidelines and communicates scheduling outcome to referring provider in a professional manner.


* Completes outbound calls and electronic communications for all clinic specialties in an efficient manner, using standardized greeting, content, and closure of call.


* Reviews work queues and report daily, makes corrections and/or escalate to leadership if necessary.


* Manages EMR and Outlook requests, to include: MyChart messages, Telephone Encounters, Staff Messages, CC Chart messages, email messages, partnership requests, and urgent fax requests.


* Reviews Clinic Cancellation Requests for clarity and requests additional information as necessary; processes complete tickets within established turnaround time; escalates incomplete tickets to supervisor.


* Reviews call calendar submissions for clarity and request additional information as necessary;...