Access Center Specialist II (Delaware)

At Nemours, every call is a chance to make care easier for a child, a family, or a provider.

We are seeking a Full-Time Access Center Specialist II to join our Wilmington, Delaware team in a hybrid role focused on connection, accuracy, and compassionate service.

This role serves as a trusted guide for patients, families, providers, and internal teams-scheduling specialty appointments, verifying insurance and registration details, explaining financial responsibilities, and helping ensure each care journey starts smoothly and confidently.

What You Will Do


* Scheduling and Patient Communication
+ Promptly answer incoming calls to schedule patient appointments and make outbound calls when follow-up is needed.
+ Schedule appointments according to established division guidelines and communicate updates, delays, barriers, or appointment-related issues in a timely manner.
+ Prioritize urgent diagnoses and appointments, using escalation processes when necessary.
+ Educate callers on appointment preparation, requirements, directions, and clinic location to support a productive visit.
+ Develop and maintain proficiency across all specialty areas to provide effective cross-coverage support as operational needs arise.

Assist with scheduling needs across specialties to ensure continuity of service and seamless patient access.

Support providers and clinic operations by managing canceled clinic requests, facilitating timely rescheduling, and minimizing disruptions to care.

Ensure all scheduled appointments are accurate, appropriately assigned, and aligned with provider scheduling protocols to promote an optimal patient and provider experience.

Collaborate with team members to maintain workflow efficiency, support departmental goals, and deliver high-quality service to patients and colleagues.


* Insurance, Authorization, Registration, and Billing Support
+ Accurately process and document information required for insurance verification, registration, and billing in the Electronic Medical Record (EMR) system.
+ Verify insurance eligibility, authorizations, participating insurance plans, and requirements using available resource tools and the Managed Care Manual.
+ Inform callers when authorization is required at the time an appointment is scheduled.
+ Communicate financial responsibility due at the time of service, offer advance collection when appropriate, and ensure accurate daily cash reconciliation.
+ Refer patients to Financial Advocates when financial assistance is needed.


* Documentation, Follow-Up, and Workflow Management
+ Accurately document patient account notes to communicate pertinent information to clinic, registration, authorization, family financial, and billing departments.
+ Request medical records when necessary.
+ Review work queues daily, make corrections, and escalate concerns to leadership as ne...