The posting
Job Description
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.
- Identifies and attempts to resolve complaints. When unable to resolve complaints, utilizes escalation guidelines to route callers to the appropriate Nemours associate.
- Demonstrates mastery in all scheduling groups to provide cross coverage when needed.
- All other duties as assigned by supervisor including but not limited to assisting with MyChart messages, Canceled Clinics, follow up and wait list reports.
Requirements:
High School Diploma
1 year of more of customer service, medical office or call center experience required
CRCR Certified Revenue Cycle Representative - HFMA Certification - Preferred
About Us
Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children’s hospitals — Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida — along with a network of more than 80 primary, urgent, and specialty care practices and more than 40 hospital partnerships.
Backed by the Nemours Foundation and Alfred I. duPont Trust, our $1.7B nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention. Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive.
Inclusion and belonging guide our strategy and growth. We are committed to culturally relevant care, reducing health disparities, and fostering an environment where every associate, patient, and family feels supported and valued.
Learn more at Nemours.org.
