Access Center Specialist II

• Answer incoming calls and make outbound follow-up calls to schedule patient appointments
• Schedule appointments according to division guidelines and communicate updates, delays, barriers, and appointment issues
• Prioritize urgent diagnoses and appointments and use escalation processes when necessary
• Educate callers about appointment preparation, requirements, directions, and clinic locations
• Develop proficiency across specialty areas and provide cross-coverage scheduling support
• Manage canceled clinic requests and facilitate timely rescheduling
• Ensure appointments are accurate, appropriately assigned, and aligned with provider scheduling protocols
• Collaborate with team members to maintain workflow efficiency and departmental goals
• Process and document insurance verification, registration, and billing information in the EMR
• Verify insurance eligibility, authorizations, participating plans, and requirements
• Inform callers when authorization is required
• Communicate financial responsibility, offer advance collection when appropriate, and complete daily cash reconciliation
• Refer patients to Financial Advocates when financial assistance is needed
• Document patient account notes and request medical records when necessary
• Review work queues daily, make corrections, **??
  ** concerns, and complete staff messages
• Stay current on scheduling changes, insurance requirements, and applicable updates
• Provide professional customer service to patients, families, providers, coworkers, and departments
• Maintain confidentiality and adhere to Nemours policies, procedures, mission, vision, and values
• Bring forward compliance or ethics concerns and operational improvement recommendations
• Perform additional duties as assigned

• High School Diploma required
• More than one year of customer service, medical office, or call center experience preferred
• Healthcare front desk experience in registration, scheduling, and insurance verification is a plus
• NAHAM/CHAA certification preferred
• Flexibility for occasional schedule adjustments
• Availability for Monday–Friday, 9:30 a.m.–6:00 p.m. schedule
• Availability to attend initial office training Monday–Friday, 8:00 a.m.–5:00 p.m., for approximately 2–6 weeks
• Ability to travel to the office for training and shadowing
• Must work onsite until training is successfully completed and independent remote work is possible
• Ability to maintain strict confidentiality and meet team metric standards

Demonstrates proficiency in patient scheduling, insurance verification, and customer service within a healthcare setting. Maintains confidentiality and adheres to compliance standards while effectively collaborating with team members to achieve departmental goals.

• Patient Scheduling
• Insurance Verification
• Customer Service
• Healthcare Front Desk Experience
• NAHAM/CHAA Certification

• Appointment Scheduling
• Insurance Eligibility Verification
• EMR Documentation
• Billing Information Processing
• Cash Reconciliation

• Communication
• Collaboration
• Flexibility
• Problem-Solving

• NAHAM Certification
• CHAA Certification

• Healthcare
• Medical Office
• Call Center
• Confidentiality
• Compliance