Patient Access Specialist Lead

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location

680 Lake Shore Drive

Job Description

Shift: Monday- Friday

8:30am-5pm, 9:00am-5:30pm, or 9:30am-6pm with a Saturday rotation

This position provides excellent customer-focused service handling inbound and outbound telephone calls performing scheduling and registration functions.

This position acts as the first point of contact for training and education within the department. This position maximizes efficiency by facilitating and ensuring the accuracy of the information collected and entered into Epic.

Essential Job Functions:

1. Answers multiple divisional phone calls; responding to customer requests including, and not limited to cross departmental appointment scheduling, screening, routing calls and registration.

2. Provides training and education to applicable schedulers as needed. Cross-training between various departments may take place to ensure coverage.

3. Maintains productivity expectations for appropriate staff and communicates discrepancies in a manner that reflects respectful collaboration.

4. Sets an example to coworkers by fostering a team atmosphere and responding to questions or concerns.

5. Monitors referrals and maintains outbound call expectations as assigned.

6. Performs quality reviews in partnership with the Lead Quality Auditor as assigned.

7. Responds to hospital and department related questions as appropriate. Facilitates consumer communication by retrieving and distributing messages in the appropriate database.

8. Provides physician-patient support using scheduling guidelines and online knowledge-based tool to schedule new and return appointments.

9. Correctly identifies and collects patient demographic information in accordance with organization standards, verifies insurance eligibility and completes registration as needed for families.

10. Transcribes new referrals in Epic from phone or fax and submit referrals for clinical triage as specified by division guidelines or Epic instruction.

11. Assists in facilitating both electronic and non-electronic communication for families and patients. Provides family pertinent next steps for visit.

12. Signs up patients for MyChart as well as utilizing the Epiccare Link functionality as appropriate.

13. Reviews and collects outstanding patient liabilities as appropriate (estimates, copays, outstanding balances, self pay, etc.)

14. Meets expectations of outstanding service, including behavior that models Core Values with every encounter, every time. Adheres to organizational Power of All principles.

15. Maintains confidentiality and HIPAA regulations.

16. Provides ideas and suggestions for process improvements within the department.

17. Other job functions as assigned.

Education

1. High school diploma required. Some college preferred.
2. A minimum of four years of general office or healthcare experience required.
3. Some knowledge of medical terminology, strongly preferred.
4. Proficient in Teams, Microsoft Word applications such as Outlook and other computer skills preferred.

 

Education

High School Diploma/GED (Required)

Benefit Statement

For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes:

Medical, dental and vision insurance

Employer paid group term life and disability

Employer contribution toward Health Savings Account

Flexible Spending Accounts

Paid Time Off (PTO), Paid Holidays and Paid Parental Leave

403(b) with a 5% employer match

Various voluntary benefits:

• Supplemental Life, AD&D and Disability

• Critical Illness, Accident and Hospital Indemnity coverage

• Tuition assistance

• Student loan servicing and support

• Adoption benefits

• Backup Childcare and Eldercare

• Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members

• Discount on services at