Access Center Specialist II

The Access Center Specialist II has mastered all requirements of the Access Center Specialist listed below and is trained in scheduling groups beyond their assigned specialty clinics and can be regularly assigned to additional specialties in times of need to stay within call center metrics.

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.

Essential Functions:


* Answers calls for assigned clinic specialties in an efficient manner, using standardized greeting, content, and closure of call.



* Accurately captures and verifies patient demographics, guarantor, legal guardian, and insurance information in the EMR system.

Utilizes quality review work queue to identify and correct discrepancies.



* Schedules appointments in the EMR system, following scheduling and insurances guidelines.

Provides all necessary appointment information at time of scheduling, and all necessary directions and paperwork via mail or email following closure of the scheduling call.



* Actively reviews electronic communications and process documentation to stay abreast of correct department processes and notifies leadership immediately of any questions.



* Ensures accuracy in answering questions and assisting customers with requests.

Utilizes escalation guideline criteria to prioritize patient health concerns and follows reliable methods to document and escalate calls as instructed in guidelines.



* Collects copays, outstanding balances, and any applicable prepayments at time of scheduling.

Partners with Financial Advocate when appropriate.



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