High school diploma or equivalent required., Strong communication and interpersonal skills are essential., Experience in customer service or call center environment preferred., Basic computer skills and familiarity with office software are necessary..
Key responsibilities:
Answer incoming calls and provide assistance to clients.
Document and track client interactions in the system.
Coordinate with other departments to resolve client issues.
Maintain a high level of customer satisfaction through effective communication.
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Nemours is committed to improving the health of children. As a non-profit children’s health organization, we consider the health of every child to be a sacred trust.Through family-centered care in our children’s hospitals and clinics in Delaware, New Jersey, Pennsylvania and Florida, as well as world-changing research, education and advocacy, Nemours fulfills the promise of a healthier tomorrow for all children — even those who may never enter our doors.Nemours began more than 80 years ago with the vision of Alfred I. duPont to improve the lives of children and to do whatever it takes to prevent and treat even the most disabling childhood conditions.Today, through our children’s hospitals and health system, we directly care for 250,000 children annually in Delaware Valley and Florida, including families who travel from across the country and world to see our specialists — treating every child as we would our own.We also reach beyond the walls of our hospitals and clinics to be a voice for children on a national and international level, and to lead the way in prevention, intervention, education, and research.Nemours is growing to better serve the children and families in our care. We have 1.1 million square feet of space currently devoted to providing children’s healthcare or under construction, all designed with significant input and advice from our patients and families.
Job Description
Nemours is seeking an Access Center Specialist (Full-Time), to join our Jacksonville, Florida team.
This is a hybrid position.
The Access Center Specialist communicates with the patients/providers via telephone to ensure accurate, prompt, and courteous scheduling of specialty appointments according to established division guidelines. this position is responsible for obtaining and entering accurate demographic and insurance information for all encounters. The access Center Specialist is required to discuss financial obligations with patient families and collect payments or escalate to Financial Advocates when appropriate.
The Access 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 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.
Answers calls for assigned clinic specialties in an efficient manner, using standardized greeting, content, and closure of call.
Accurately captures and verifies patient demographic, 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 patients’ 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.
All other duties as assigned by supervisor.
Job Requirements
High School Diploma required.
More than one (1) year of customer service, medical office, or call center experience required.
NAHAM certificate (National Association of Healthcare Access Management) - CHAA preferred.
About Us
Nemours Children’s Health is an internationally recognized children’s health system. With more than 1.7 million patient encounters annually, we provide medical care in five states through two freestanding state-of-the-art children’s hospitals — Nemours Children’s Hospital, Delaware and Nemours Children’s Hospital, Florida. Our pediatric network includes 80 primary-urgent-and specialty care practices and more than 40 hospitalists serving 19 affiliated hospitals. We generate annual revenues of more than $1.7 billion derived from patient services, contributions from the Alfred I. DuPont Trust, as well as other income.
As one of the nation's premier pediatric health systems, we’re on a journey to discover better ways of approaching children’s health. Putting as much focus on prevention as cures and working hand in hand with the community to make every child’s world a place to thrive. It’s a journey that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention, leading to the healthiest generations of children ever.
Inclusion and belonging guide our growth and strategy. We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build an inclusive and supportive environment. All of our associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families.
To learn more about Nemours Children’s and how we go well beyond medicine, visit us at www.nemours.org .