Patient Access Specialist II - Medical Call Center - 61st Street Service Corp

The Patient Access Specialist II is part of a department-based scheduling pod that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic services, physician referral/appointments, and general department information. The Patient Access Specialists are experienced professionals that deliver an exceptional patient experience through excellent customer service, empathy and patience.

Job Responsibilities

• Schedule appointment requests and perform outbound calls to schedule Epic referrals.
• Communicates insurance participation, financial responsibility and time of service policy to patient population.
• Obtain patients’ insurance and demographic information registered in EPIC.
• Perform real-time insurance verification.
• Collects pre-registration information to address Epic work queue accounts.
• Provide support and back-up coverage as needed.
• General faxing, filing, and mail sorting.
• Facilitate team discussions regarding complex patient scheduling needs.
• Work on escalated cases with higher complexity as assigned. Escalate issues to lead/supervisor/manager for resolution.
• Performs other related duties as assigned.

Job Qualifications:

• High School Diploma or the equivalent required.
• Minimum of 3 years of relevant experience including proficiency in medical terminology. The incumbent must demonstrate a strong proficiency in a wide range of scheduling complexity and related workflows.
• Excellent customer service, problem assessment, and verbal/written communication skills.
• Strong proficiency of Microsoft Office (Word & Excel) or similar software is required.
• Associate's Degree or higher preferred.
• Prior high volume customer service experience in a call center environment is preferred.
• Bilingual (English/Spanish) a plus.