Access Specialist

Position: Access Specialist 2
Location: Chicago, Illinois

Business Unit: Rush Medical Center

Hospital: Rush University Medical Center

Department: Access Center Primary Care

Work Type: Full Time (Total FTE between 0.9 and 1.0)

Shift: Shift 1

Work Schedule: 8 Hr (8:30:00 AM - 5:00:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://(Use the "Apply for this Job" box below).).

Pay Range: $21.61 - $34.04 per hour
Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush's anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.

Summary:

The RMG Access Center Specialist II manages all clinical and non-clinical calls and performs clinic activities including routine and advanced scheduling, message taking, radiology scheduling, and referral management. The RMG Access Center Specialist II collaborates with Access Center team members and practice staff to meet overall access, revenue cycle and scheduling objectives while exceeding customers' expectations. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Other information:

Knowledge, Skills, and Abilities:
Knowledge:
High School Diploma required. Bachelor's degree or equivalent work experience in patient care or related setting such as healthcare contact center, clinic, ambulatory care center, or physician office required. Certified Healthcare Access Associate (CHAA) preferred Bilingual highly regarded.

Skills:

Excellent communication and outstanding customer service and listening skills required. Critical thinking and multi-tasking, sound judgment and strong problem-solving skills essential. Must be team-oriented, open minded, flexible, and willing to learn. Strong attention to detail and accuracy required. Maintain ability to type 40 WPM, along with strong Microsoft skills in Word, Outlook, and Office.
Abilities:
Ability to prioritize and function effectively, efficiently, and accurately in a multi-tasking, complex, fast paced and challenging contact center environment. Ability to act responsibly and quickly with sound judgement when problem solving. Ability to utilize Epic Cadence efficiently. Employees hired into this role must successfully pass the Epic scheduling test. Ability to listen to patients and process needs while simultaneously documenting in Epic.

Disclaimer:
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Date Reviewed:
Date Revised:

Responsibilities:
1. Competent and proficient in all ambulatory scheduling areas (e.g., Primary Care, Specialty, Physician Referral) or all radiology modalities (e.g., Breast Imaging, CT, MRI, Ultrasound, NM, etc.).
2. Answers all telephone calls within your work assignment as designated by your leadership with the goals of accurately scheduling patients as determined by departmental and Epic guidelines.
3. Evaluates non-scheduling related patient inquiries including clinical related calls; routes and escalates all inquiries following departmental and epic clinical guidelines inclusive of warm transfers to RN triage and/or to clinics.
4. Performs outreach to patients via telephone or other electronic means to convert referrals to scheduled appointments.
5. Understands and becomes a subject matter expert with MyChart  My Rush App  support lines.
6. Proactively identifies and assists with outstanding referrals, orders, and patient needs. Assesses the caller's need, responds with critical judgment, and ensures the appropriate resolution for the inquiry or issue. Understands when to escalate calls to nurse, and/or RMG Access Center leadership.
7. Responsible for leveraging Salesforce and Genesys platforms to optimize patient interactions and workflow efficiency. Ensures accurate documentation, routing, and resolution of patient inquiries through integrated systems.
8. Proactively monitors and escalates areas of concern or uncertainty relating to the practices and suggests resolutions around access, capacity management, disposition of medical questions, workflows, and/or Epic build issues.
9. Exhibits mastery of specialized RMG Access Center processes including but not limited to questionnaires, subgroups, auto search, radiology scheduling workflows, pre-registration, message templates, and referral capture and insurance plan networks.
10. Adheres to service specialized workflows for multiple specialty departments across several service lines. Follows protocols built in Epic and documented practices scheduling requirements.
11. Responsible for accurately documenting appointment information and notifying the patient of information critical to their visit.
12. Drives and supports the…