Part time, 30 hours per week, days and shift times vary dependent on coverage needs.
Availability needed Monday-Friday
*No weekends.
Client Access Specialist/Patient Advocate – Outpatient Behavioral Health
The Patient Advocate reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
Description: Consistently practices Patients First philosophy and adheres to high standards of customer service. This includes setting an example to peers, coworkers, etc. by fostering a team atmosphere. Responds to questions and concerns. Forwards, directs, and notifies Supervisor of extraordinary issues as necessary. Maintains patient confidentiality per HIPAA regulations.
Specific Responsibilities:
- Provides exceptional customer service to patients which establish a positive first impression of Northwestern Medicine.
- Exceeds all consumer requests and alerts management of issues or concerns that require escalation.
- Correctly identifies and collects patient demographic information in accordance with organization standards and enters into electronic medical record (EPIC).
- Interacts with various behavioral health departments to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner.
- Reaches out to patients to schedule an appointment as defined. Communicates options to patient if appointment fails.
- Runs real time eligibility (RTE) on all patients to verify insurance and follows out of network policies as applicable.
- Evolves and learns as healthcare policies and state mandated policies change.
- Must have a valid driver’s license for the purpose of driving between locations as needed.
- Provides training and education as needed.
- Manages work schedule efficiently, completing tasks and assignments on time.
- Verifies insurance, secures necessary signatures on required documents and completes registration process.
- Accepts co-payments, prior balances, and any payments due from the days’ visit.
- Cross-training between various departments will take place to ensure coverage.
- Uses effective service recovery skills to solve problems or service breakdowns when they occur.
- Utilizes department policies and procedures to complete assigned tasks.
- Adheres to all department policies and compliance requirements.
- Avoids putting patient in financial or safety risk.
- Other duties as assigned.