Access Specialist Lead

Location:

Chicago, Illinois

Business Unit:
Rush Medical Center

Hospital:
Rush University Medical Center

Department:
Hematology-Oncology

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: $23.12 - $36.41 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 RUMG Access Center Representative manages all clinical and non-clinical calls and performs clinic activities including routine and advanced scheduling, basic triage, message taking, radiology scheduling, and referral management. The RUMG Access Center Representative 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:

Required

Job Qualifications:

* Bachelor's degree or equivalent work experience in patient care or related setting such as healthcare call center, clinic, ambulatory care center, or physician office

* Certified Healthcare Access Associate (CHAA) preferred or required within 8 months after hire

* 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

* Ability to prioritize and function effectively, efficiently and accurately in a multi-tasking, complex, fast paced and challenging call 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

Preferred

Job Qualifications:

* Bilingual ability, highly preferred

Responsibilities:

1. Answers all telephone calls for multiple practices over all service lines and radiology modalities with the accuracy rate of 90% or above scheduling patients within guidelines, taking messages utilizing templates and routing clinical inquires to appropriate RN pool, clinical or administrative pools and complete clean registration, with accuracy rate of 90% or above.

2. Assists and understands at a high level multiple practices, multiple service lines scheduling guidelines and appointment scheduling.

3. Researches and resolves complex inquires and complaints to ensure customer satisfaction and retention.

4. Identifying and promoting other practices or services patient may also need.

5. Available for agents questions, inquires and first line of support for any and all service recovery.

6. Assist with monitoring queues to maintain acceptable service levels and had the understanding and knowledge to re-skill agents as needed.

7. Reports any scheduling, communication or workflow errors to supervisor and enters all information into Service Now system.

8. Emphasize and reinforce department level training, workflows and policies.

9. Maintains 50% production of on phone support.

10. Assesses the caller's need and responds with critical judgment and ensures the appropriate resolution for the inquiry or issue. Understands when to escalate calls to nurse, and/or RUMG Access Center leadership.

11. Proactively monitors and escalates areas of concern or uncertainty relating to the practices and suggests possible resolutions around access, capacity management, disposition of medical questions, workflows and/or Epic build issues.

12. Exhibits mastery of specialized RUMG Access Center processes including but, not limited to: questionnaires, subgroups, auto search, pre-registration, message templates, and referral capture and insurance plan networks.

13. Adheres to service specialized workflows for multiple specialty departments. Follows protocols built in Epic and documented practices scheduling requirements.

14. Responsible for accurately documenting appointment information and notifying the patient of information critical to their visit.

15. Drives and supports the RUMG revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities. This includes but is not limited to discussing the patient's financial responsibility for their upcoming visit,…