Patient Access Specialist – ED Access Services (Full time) Days Northwest Community Healthcare Northwest Community Healthcare 74 reviews

Shift: Full time, Days, Every other weekend 36 Hrs/week

Reporting to the Manager of Access Services interacts with patients and/or their representatives performing a variety of entry level patient access registration and pre-registration intake or scheduling related activities. Provides billing estimates and facilitates point of service collections and assists in ensuring claim accuracy and reimbursement, Functions at the Point of Service (POS) front desks, walk-in registration areas, or emergency room and Immediate Care Center settings. Screens physician’s orders and pre-registration data for changes and compliance with payer requirements for medical necessity and pre-certification. Reviews and completes changes to third party eligibility and benefits verification. Enters and/or updates all required data in multiple hospital computer systems to activate accounts and notify clinical department of patient arrival. May perform scheduling related functions in a limited capacity or scope.

1. Performs complete and accurate registration and/or admission functions to provide information to maximize reimbursement, and ensures timely and thorough information to all other providers and users of patient data. Verifies insurance requirements, obtains and understands insurance benefits. Collects non-covered fees. Registers and pre-registers outpatients in one or more clinical and diagnostic locations within their primary area of responsibility and at least one access area outside hiring location. Access areas include but may not be limited to Busse Center, Emergency/Admitting Department, Immediate Care Centers, Laboratory and Ambulatory Infusion Center.

2. Interacts with patients and their representatives to collect and interpret all required demographic, insurance, financial, and clinical data necessary to facilitate patient check in and registration at point of service. Offers and/or schedules interpreter services for patients when necessary. Obtains and scans general consent for treatment, identification and insurance cards, Coordination of Benefits and other appropriate documents. Obtain and submit National Provider Information (NPI) for providers not on staff ordering outpatient diagnostic tests. Interprets physician orders for completeness and compliance with regulatory agencies and NCH policies. Informs patients of registration processes and privacy notification, establishes financial responsibility to meet internal, regulatory or payer requirements. When applicable, completes the Medicare Secondary Payer (MSP) questionnaire and discusses potential deferral of services according to NCH policy. Initiates the Medicare Advance Beneficiary Notice (ABN), as appropriate, and explains payer policies to patients. Streamlines check in process for patient previously pre-registered and appropriately updates the account for changes identified upon arrival. Reviews physician’s orders for compliance with the Illinois Department of Public Health (IDPH), and the Center for Medicare & Medicaid Services (CMS) regulations and NCH and medical staff office policies.

3. Ensures financial protocols and requirements are met. Refers patients to Financial Counselors for identification of financial assistance options. Minimizes third party payer denials by verifying authorization of service prior to forwarding patients to service delivery areas. Maintains current knowledge of insurance requirements communicated by email, memorandum, educational matrices and in-services. Communicates effectively with service delivery areas when unresolved financial issues impact appointment schedules.

4. Identify clinical and financial criteria that requires involvement of Case Management team. Utilizes price estimator to determine financial responsibility and attempt to secure all financial responsibility prior to the date of service. Meet monthly cash collection goals as determined collaboratively by Department Director/Manager. Log cash collected receipts and maintain balanced cash at all times.

5. Maintain registration accuracy by meeting or exceeding expectations with 97% or higher accuracy score. Resolve all work queues within Department standards determined time period to release bill holds to ensure timely reimbursement. Research and conduct outreach via phone/fax to obtain additional information to process coverage requests and complete all necessary actions to close cases.

6. Electronically records all required and updated information on patient accounts in multiple hospital information systems according to Emergency Medical Treatment and Active Labor Act (EMTALA), the Health Insurance Portability and Accountability Act (HIPAA), payer, and other applicable regulations and standards.

7. Prepares all required patient registration forms, documents, charts and reports, labels, patient plates, identification bands, medical records forms, and other related documents for distribution to appropriate departments, physicians and clinical staff. Notifies clinical department of patient’s arrival.

8. May perform as a patient receptionist/greeter. Assists patients with way finding and transport needs. Contacts clinical departments and scheduling staff as needed to assist in promoting the efficient flow of patients and prioritization of service scheduling and admissions. Assists with other tasks to support the clinical department as determined by the Manager of Patient Access.

9. Perform customer service standards by adhering to the AIDET principles. Investigate and direct inquires or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution. Consistently demonstrate premier customer service and communication skills with all internal and external customers/contacts and ensure the patient and their family members have the best hospital encounter possible. May do basic precepting for new hires and acts as a resource team member for performance improvement activities and a super user for various registration and scheduling related systems.

10. Adheres to all Northwest Community Hospital standards, policies, and procedures and reports compliance concerns to management staff.


1. High school diploma required. College degree preferred.

2. Minimum 2 years of customer service work experience using computers required.

3. Prior working knowledge of medical terminology preferred.

4. Previous healthcare experience with regulatory compliance requirements, payer requirements, HIPAA privacy and security requirements, and general revenue cycle procedures preferred.

5. Epic Registration and/or Scheduling experience preferred

6. Ability to functionally navigate multiple computer software systems with accurate keyboard skills following computer security protocols.

7. The interpersonal communication skills necessary to interview and interact with customers and physicians and to project a professional and compassionate concierge style of service to patients, patient families, physician’s and staff in person and on the telephone.

8. Ability to work independently, exercising good judgment, and multi-task in a high stress, fast paced service environment with patients, patient’s family and physician’s.

9 Detail oriented with good analytical problem-solving skills to appropriately register patients and schedule patient procedures.

10. Ablity to operate routine office equipment (facsimile, copiers, plate production, scanners, printers).

11. Ability to ask patient or responsible party for payment at time of service and maintain a cash drawer.

1. Requires light physical effort. May require frequent periods of standing or walking. May require frequent lifting or moving of lightweight material, occasional moving or lifting of average weight material, or rarely lifting or moving heavyweight material.
2. The flow of work and character of duties involves normal mental and visual attention much or all of the time.

Conditions are acceptable. There is some risk to toxic substances and infectious diseases.

About Us
Serving Chicago's northwest suburbs since 1959, we are an independent, not-for-profit healthcare system dedicated to providing outstanding care in the communities we call home. Our comprehensive, patient-centered system of care has dozens of locations throughout the area.
Our award-winning care has been recognized on a national level. Some of our top awards include:

  • America's 250 Best Hospitals™ Award recipient for three years in a row from Healthgrades®
  • Magnet® designation for nursing excellence, received consecutively since 2006
  • The Joint Commission's Gold Seal of Approval and Comprehensive Stroke Center designation

Our team includes:

  • 4,000 employees
  • 1,200 physicians on staff
  • 200 primary are and specialty physicians

Annually, we treat an average of 20,000 inpatients and provide:

  • 350,000 outpatient visits
  • 76,000 emergency department visits
  • 38,000 home care visits
  • 2,700 newborn deliveries

A growing healthcare system

Over the years, we have continued to grow to meet the area's changing needs. Today, we're a world-class healthcare provider that combines compassionate care with a healing environment, cutting-edge clinical expertise and state-of-the-art facilities, including:

  • A 509-bed hospital, including the South Pavilion with 200 private rooms
  • The William J. and Marian H. Busse Center for Specialty Medicine, an eight-floor facility housing physician offices, medical specialty services and advanced diagnostic technology
  • A Level III NICU, Level II Trauma Center and a dedicated pediatric emergency department
  • Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg
  • 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg
  • Nine outpatient imaging locations that provide advanc emergency department
  • Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg
  • 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg
  • Nine outpatient imaging locations that provide advanced imaging technology, including MRI, CT, ultrasound, X-ray and 3D mammography
  • 13 clinical laboratory sites in seven suburbs and at the hospital
  • 33-bed acute inpatient rehabilitation unit and seven outpatient rehabilitation centers
  • The Wellness Center, a premier health and fitness center and spa on the NCH campus
  • A full-service, retail pharmacy on the hospital campus

Primary Location
: United States-Illinois-Arlington Heights

Work Locations
: 800 W Central – Hospital 800 W Central Rd Arlington Heights 60005

: Office/Clerical

: Day Job

Employee Status
: Regular

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