Patient Access Specialist-Full-time Days (Remote - Must reside in IL, IN, IA, or
Northwestern Memorial Hospital, Chicago, IL, United States
The salary range for this position is $18.40 - $27.59 (Hourly Rate). Placement within the salary range is dependent on factors such as relevant work experience and internal equity. For positions represented by a labor union, placement follows the rules in the collective bargaining agreement.
We offer a wide range of benefits that improve employees’ physical, emotional, and financial well‑being while protecting against unexpected life events. For more details, visit our Benefits section.
Northwestern Medicine is powered by a community of colleagues who are purpose‑driven and committed to delivering world‑class care. Here you will work alongside top clinical talent at Northwestern University Feinberg School of Medicine and support medical innovation and breakthrough research.
We celebrate diverse perspectives and experiences, fostering equity and a culture of service. Grow your career with comprehensive training, mentorship programs, educational support, and student loan repayment. Flexible work options, a Reimbursable Well‑Being Fund, and a Total Rewards package support your well‑being.
Make a difference through volunteer opportunities and workforce‑led resource groups. From discovery to delivery, help us shape the future of medicine.
Benefits
$10,000 Tuition Reimbursement per year ($5,700 part‑time)
$10,000 Student Loan Repayment ($5,000 part‑time)
$1,000 Professional Development per year ($500 part‑time)
$250 Well‑Being Fund per year ($125 for part‑time)
Matching 401(k)
Excellent medical, dental and vision coverage
Life insurance
Annual Employee Salary Increase and Incentive Bonus
Paid time off and Holiday pay
Remote work is available for Illinois, Wisconsin, Indiana, Missouri, Iowa, or Ohio residents.
Description
The Patient Access Specialist reflects NMHC’s mission, vision, values, Code of Ethics, and Corporate Compliance Program. The role complies with all relevant policies, procedures, guidelines, regulatory and accreditation standards.
Responsibilities
Consistently practice Patients First philosophy and uphold high customer‑service standards.
Respond to questions and concerns.
Escalate extraordinary issues to Team Lead or Operations Coordinator as needed.
Maintain patient confidentiality per HIPAA regulations.
Provide exceptional customer service to patients, establishing a positive first impression of Northwestern Medicine.
Exceed all consumer requests and alert management of issues requiring escalation.
Accurately collect patient demographic information per organization standards.
Coordinate with hospital departments and physicians’ offices to schedule and direct patients through NMHC systems in a patient‑friendly manner.
Reach out to patients to schedule appointments as defined.
Perform medical necessity checks for scheduled services, communicating options to patients if an appointment fails.
Inform patients of any issues with securing the financial account for their encounter.
Complete out‑of‑pocket estimations as requested.
Provide training and education as needed.
Manage work schedule efficiently, completing tasks on time.
Perform other duties assigned by manager.
Cross‑train across departments to ensure coverage.
Participate in Quality Assurance reviews to maintain data integrity.
Use service‑recovery skills to resolve problems or breakdowns.
Utilize department and hospital policies to complete assigned tasks.
Adhere to all department policies and compliance requirements.
Avoid placing patients at financial or safety risk.
Communication And Collaboration
Communicate information to patients regarding physician referrals, insurance referrals, and consultations.
Collect authorization numbers in applicable systems.
Provide a professional and constructive environment for communication across units and resolve operational issues.
Attend intra/interdepartmental meetings, walking within NM Campus.
Communicate customer satisfaction issues to appropriate individuals.
Demonstrate teamwork by helping co‑workers within and across departments.
Communicate effectively with diverse opinions and styles, acknowledging assistance and contributions.
Interact with internal customers to provide excellent support to staff in direct patient‑care departments.
Accommodate all levels of communication ability.
Technology
Utilize multiple online order retrieval systems to verify or print patients’ orders.
Verify insurance eligibility and benefit levels through online tools or by phone as necessary.
Provide accurate handoff instructions and notes to scheduling staff, noting appropriately in Epic.
Demonstrate proficiency with computer applications required for the role.
Run real‑time eligibility (RTE) on all patients to verify insurance and follow out‑of‑network policies.
Send quality Epic messages/telephone encounters that are descriptive and grammatically correct.
Efficiency, Process Improvement, And Business Growth
Proactively prevent issues with patient visits by double‑checking tests, prep, conflict, timing, and documentation.
Understand required data for complete registration, collect, verify, and update critical data in the registration system.
Understand departmental and individual quality metrics.
Analyze account activity, identify problems, and initiate appropriate actions.
Evaluate procedures and suggest improvements to enhance customer service and operational efficiency.
Participate in departmental quality improvement activities.
Provide ideas and suggestions for process improvements within the department.
Monitor registration and scheduling, including insurance verification, to ensure processing meets quality standards.
Adjust processes as needed to meet standards.
Use organizational and unit/department resources efficiently.
Act as a training resource for new staff and provide workflow information to coworkers.
Adapt to schedule changes reflecting shifting business needs.
Evolve and learn as healthcare policies change.
Qualifications
Maximum EOE statement: Northwestern Medicine is an equal opportunity employer; all qualified applicants will receive consideration without discrimination. Screens for handicap and veteran status.
Required
High School diploma or equivalent.
2‑3 years of customer service or medical office experience.
Excellent interpersonal, verbal, and written communication skills.
Proficiency in computer data entry and typing.
Ability to read, write, and communicate effectively in English.
Basic computer skills.
Typing speed of 40 words per minute.
Ability to multitask.
Customer service orientation.
Excellent organizational, time‑management, analytical, and problem‑solving skills.
Preferred
Additional education.
Additional language skills.
Healthcare finance and/or insurance experience.
Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.
Equal Opportunity
Northwestern Medicine is an equal opportunity employer. We do not discriminate on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected class.
Background Check
Northwestern Medicine conducts background checks that include criminal history on newly hired team members and, at times, internal transfers. Offered candidates will complete an authorization and disclosure form granting permission for the check. Results are evaluated case‑by‑case, following local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.
Artificial Intelligence Disclosure
Artificial Intelligence tools may be used in the candidate review process, but all employment decisions will ultimately be made by a person.
Sign‑On Bonus Eligibility
Internal employees and rehires who left Northwestern Medicine within one year are not eligible for the sign‑on bonus, except for new graduate internal employees seeking their first licensed clinical position, who may be eligible depending on the job family.
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We offer a wide range of benefits that improve employees’ physical, emotional, and financial well‑being while protecting against unexpected life events. For more details, visit our Benefits section.
Northwestern Medicine is powered by a community of colleagues who are purpose‑driven and committed to delivering world‑class care. Here you will work alongside top clinical talent at Northwestern University Feinberg School of Medicine and support medical innovation and breakthrough research.
We celebrate diverse perspectives and experiences, fostering equity and a culture of service. Grow your career with comprehensive training, mentorship programs, educational support, and student loan repayment. Flexible work options, a Reimbursable Well‑Being Fund, and a Total Rewards package support your well‑being.
Make a difference through volunteer opportunities and workforce‑led resource groups. From discovery to delivery, help us shape the future of medicine.
Benefits
$10,000 Tuition Reimbursement per year ($5,700 part‑time)
$10,000 Student Loan Repayment ($5,000 part‑time)
$1,000 Professional Development per year ($500 part‑time)
$250 Well‑Being Fund per year ($125 for part‑time)
Matching 401(k)
Excellent medical, dental and vision coverage
Life insurance
Annual Employee Salary Increase and Incentive Bonus
Paid time off and Holiday pay
Remote work is available for Illinois, Wisconsin, Indiana, Missouri, Iowa, or Ohio residents.
Description
The Patient Access Specialist reflects NMHC’s mission, vision, values, Code of Ethics, and Corporate Compliance Program. The role complies with all relevant policies, procedures, guidelines, regulatory and accreditation standards.
Responsibilities
Consistently practice Patients First philosophy and uphold high customer‑service standards.
Respond to questions and concerns.
Escalate extraordinary issues to Team Lead or Operations Coordinator as needed.
Maintain patient confidentiality per HIPAA regulations.
Provide exceptional customer service to patients, establishing a positive first impression of Northwestern Medicine.
Exceed all consumer requests and alert management of issues requiring escalation.
Accurately collect patient demographic information per organization standards.
Coordinate with hospital departments and physicians’ offices to schedule and direct patients through NMHC systems in a patient‑friendly manner.
Reach out to patients to schedule appointments as defined.
Perform medical necessity checks for scheduled services, communicating options to patients if an appointment fails.
Inform patients of any issues with securing the financial account for their encounter.
Complete out‑of‑pocket estimations as requested.
Provide training and education as needed.
Manage work schedule efficiently, completing tasks on time.
Perform other duties assigned by manager.
Cross‑train across departments to ensure coverage.
Participate in Quality Assurance reviews to maintain data integrity.
Use service‑recovery skills to resolve problems or breakdowns.
Utilize department and hospital policies to complete assigned tasks.
Adhere to all department policies and compliance requirements.
Avoid placing patients at financial or safety risk.
Communication And Collaboration
Communicate information to patients regarding physician referrals, insurance referrals, and consultations.
Collect authorization numbers in applicable systems.
Provide a professional and constructive environment for communication across units and resolve operational issues.
Attend intra/interdepartmental meetings, walking within NM Campus.
Communicate customer satisfaction issues to appropriate individuals.
Demonstrate teamwork by helping co‑workers within and across departments.
Communicate effectively with diverse opinions and styles, acknowledging assistance and contributions.
Interact with internal customers to provide excellent support to staff in direct patient‑care departments.
Accommodate all levels of communication ability.
Technology
Utilize multiple online order retrieval systems to verify or print patients’ orders.
Verify insurance eligibility and benefit levels through online tools or by phone as necessary.
Provide accurate handoff instructions and notes to scheduling staff, noting appropriately in Epic.
Demonstrate proficiency with computer applications required for the role.
Run real‑time eligibility (RTE) on all patients to verify insurance and follow out‑of‑network policies.
Send quality Epic messages/telephone encounters that are descriptive and grammatically correct.
Efficiency, Process Improvement, And Business Growth
Proactively prevent issues with patient visits by double‑checking tests, prep, conflict, timing, and documentation.
Understand required data for complete registration, collect, verify, and update critical data in the registration system.
Understand departmental and individual quality metrics.
Analyze account activity, identify problems, and initiate appropriate actions.
Evaluate procedures and suggest improvements to enhance customer service and operational efficiency.
Participate in departmental quality improvement activities.
Provide ideas and suggestions for process improvements within the department.
Monitor registration and scheduling, including insurance verification, to ensure processing meets quality standards.
Adjust processes as needed to meet standards.
Use organizational and unit/department resources efficiently.
Act as a training resource for new staff and provide workflow information to coworkers.
Adapt to schedule changes reflecting shifting business needs.
Evolve and learn as healthcare policies change.
Qualifications
Maximum EOE statement: Northwestern Medicine is an equal opportunity employer; all qualified applicants will receive consideration without discrimination. Screens for handicap and veteran status.
Required
High School diploma or equivalent.
2‑3 years of customer service or medical office experience.
Excellent interpersonal, verbal, and written communication skills.
Proficiency in computer data entry and typing.
Ability to read, write, and communicate effectively in English.
Basic computer skills.
Typing speed of 40 words per minute.
Ability to multitask.
Customer service orientation.
Excellent organizational, time‑management, analytical, and problem‑solving skills.
Preferred
Additional education.
Additional language skills.
Healthcare finance and/or insurance experience.
Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.
Equal Opportunity
Northwestern Medicine is an equal opportunity employer. We do not discriminate on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected class.
Background Check
Northwestern Medicine conducts background checks that include criminal history on newly hired team members and, at times, internal transfers. Offered candidates will complete an authorization and disclosure form granting permission for the check. Results are evaluated case‑by‑case, following local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.
Artificial Intelligence Disclosure
Artificial Intelligence tools may be used in the candidate review process, but all employment decisions will ultimately be made by a person.
Sign‑On Bonus Eligibility
Internal employees and rehires who left Northwestern Medicine within one year are not eligible for the sign‑on bonus, except for new graduate internal employees seeking their first licensed clinical position, who may be eligible depending on the job family.
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