at NorthShore University Health System in Arlington Arlington Heights, Illinois, United States
Job Description
Position Highlights:
Sign on bonus: N/A
Position: Patient Access Representative II
Location: Arlington Heights, IL
Full Time
Hours: Monday-Friday: 9:30 am-18:00 PM
Rotating Saturdays
Saturdays: 9:00 am to 13:00 pm
Required Travel: No
Position Overview:
We are currently seeking Call Center Representatives/Patient Access Representatives for our Patient Access Center, located at 3040 Salt Creek Ln Arlington Heights . This position is responsible for professionally answering phone calls from patients interested in scheduling an appointment with a physician, scheduling a medical test, or answering general questions. The Call Center Rep/Patient Access Rep is also responsible for patient education regarding our available online services. You will be trained to use our online knowledge management tool, including our electronic health record system (EPIC), as a resource to assist with patient calls and issue resolution.
This is a high-volume call center environment, where a Call Center Rep/Patient Access Rep may take on average 55 calls per day.
What you will do:
Handle patients requests, over the phone, for multiple Medical Offices/Hospital departments while applying correct workflows and protocols
Simultaneously collect information from patients and enter data into our electronic health record system (called EPIC)
Schedule appointments, procedures, and events at our NorthShore locations
Register and verify insurance eligibility, informing the patients of their financial responsibility
Promote key initiatives for Patient Access Center and NorthShore (i.e. online services)
Adhere to privacy (HIPAA) guidelines when speaking with patients and families
Route calls to correct administrative and clinical departments after assessing patients' needs
Supports departmental changes, demonstrating flexibility and a positive attitude in a fast paced, changing environment
What you will need:
Education:
High School Diploma or equivalent (required)
Associates or Bachelor's Degree (preferred)
Experience:
One year of customer service experience (required)
Inbound call center experience (required)
Healthcare experience (preferred)
Prior scheduling (preferred)
Skills:
Basic computer skills including proficiencies in Microsoft Windows, Excel, and Outlook, as well as the ability to type 25 words per minute
Exhibits essential Customer Service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail, and analytical and problem-solving abilities to meet and exceed the needs of our patients
Demonstrates importance of attendance and maintaining a positive work environment, arriving on time and with minimal absenteeism
Eager to accept educational opportunities as shared through workflow or process changes
Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.
What you will need: Benefits:
Career Pathways to Promote Professional Growth and Development
Various Medical, Dental, and Vision options, including Domestic Partner Coverage
Tuition Reimbursement
Free Parking at designated locations
Wellness Program Savings Plan
Health Savings Account Options
Retirement Options with Company Match
Paid Time Off and Holiday Pay
Community Involvement Opportunities
EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.
