Experienced Patient Access Specialist - Customer Service, Full Time, Days (Remote - Must Reside in IL, IN, IA, or WI)

At arenaflex, we're committed to delivering exceptional patient care and experiences that exceed our patients' expectations. As a Patient Access Specialist - Customer Service, you'll play a vital role in ensuring that our patients receive the highest level of service and support throughout their journey with us. If you're passionate about delivering outstanding customer service, have a strong understanding of healthcare policies and procedures, and are looking for a challenging and rewarding role, we encourage you to apply.

About arenaflex

arenaflex is a leading healthcare organization dedicated to providing comprehensive and compassionate care to our patients. With a strong commitment to innovation, quality, and patient-centered care, we strive to create a positive and supportive environment for our patients, families, and staff. Our team of dedicated professionals is passionate about delivering exceptional care and making a meaningful difference in the lives of those we serve.

Responsibilities

As a Patient Access Specialist - Customer Service, you'll be responsible for providing exceptional customer service to patients, families, and healthcare providers. Your primary duties will include:

• Consistently practicing our Patients First philosophy and adhering to high standards of customer service, setting an example to peers, coworkers, and others by fostering a team atmosphere.
• Responding to questions and concerns, forwarding, directing, and notifying Team Lead or Operations Coordinator of extraordinary issues as necessary.
• Maintaining patient confidentiality per HIPAA regulations and providing exceptional customer service to patients, which establishes a positive first impression of arenaflex.
• Exceeding all consumer requests and alerting management of issues or concerns that require escalation.
• Correctly identifying and collecting patient demographic information in accordance with organization standards.
• Interacting with various hospital departments and physicians' offices to effectively schedule and direct patients through the arenaflex systems in a patient/customer-friendly manner.
• Reaching out to patients to schedule an appointment as defined.
• Performing medical necessity checks as necessary for scheduled services, communicating options to patients if appointment fails.
• Informing patients of any issues with securing the financial account for their encounter.
• Completing out-of-pocket estimations as requested by patients.
• Providing training and education as needed.
• Managing work schedule efficiently, completing tasks and assignments on time.
• Completing other duties assigned by manager.
• Cross-training between various departments will take place to ensure coverage.
• Participating in Quality Assurance reviews to ensure integrity of patient data information.
• Using effective service recovery skills to solve problems or service breakdowns when they occur.
• Utilizing department and hospital policies and procedures to complete assigned tasks.
• Adhering to all department policies and compliance requirements.
• Avoiding putting patients in financial or safety risk.
• Other duties as assigned.

Communication and Collaboration

* Communicating information to patients regarding questions about physician referrals, insurance referrals, and consultations.

• Collecting authorization numbers in appropriate systems as applicable.
• Providing professional and constructive environment for communication across units/departments and resolving operational issues.
• May attend intra/interdepartmental meetings which involve walking within arenaflex Campus.
• Communicating customer satisfaction issues to appropriate individuals.
• Demonstrating teamwork by helping co-workers within and across departments.
• Communicating effectively with others, respecting diverse opinions and styles, and acknowledging the assistance and contributions of others.
• Interacting with internal customers to provide excellent support service to staff in departments which provide direct patient care.
• Accommodating all levels of communication ability.

Technology

* Utilizing multiple online order retrieval systems to verify or print the patients' order.

• Verifying insurance eligibility and benefit levels through the use of online tools (NDAS, ASF, etc.) or over the phone as necessary.
• Completing accurate handoff instructions and notes to scheduling staff, by noting appropriately in Epic.
• Demonstrating ability to use all computer applications efficiently and to the capacity needed in this position.
• Runs real-time eligibility (RTE) on all patients to verify insurance and follows out-of-network policies as applicable.
• Sends quality Epic Messages/Telephone encounters that are descriptive and grammatically correct.

Efficiency, Process Improvement, and Business Growth

* Proactive in preventing issues with patient visit by double-checking type of test, preps required, assuring no conflict with other tests, verifying time and location, communicating relevant information, verifying documenting order retrieval in notes for check-in person, ensures there are no duplicate patient records.

• Understands minimum data set required for a complete registration, collects and verifies critical data and updates that information into registration system.
• Understands departmental and individual quality metrics.
• Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
• Evaluates procedures and suggests improvements to enhance customer service and operational efficiency.
• Participates in departmental quality improvement activities.
• Provides ideas and suggestions for process improvements within the department.
• Monitors registration and scheduling, including insurance verification to ensure processing within prescribed quality standards.
• Adjusts processes as needed to meet standards.
• Uses organizational and unit/department resources efficiently.
• Acts as a training resource for new staff and a resource for coworkers, sharing process and workflow information.
• Understands that schedule may change to reflect shifting business needs.
• Evolves and learns as healthcare policies change.

Qualifications

* High School diploma or equivalent.

• 2-3 years customer service or medical office experience.
• Excellent interpersonal, verbal, and written communication skills.
• Proficiency in computer data-entry/typing.
• Excellent verbal and written communication skills.
• Ability to read, write, and communicate effectively in English.
• Basic Computer Skills.
• Ability to type 40 wpm.
• Ability to multi-task.
• Customer service oriented.
• Excellent organizational, time management, analytical, and problem-solving skills.

Preferred Qualifications

* Additional education.

• Additional language skills.
• Healthcare finance and/or healthcare insurance experience.
• Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.

Equal Opportunity

arenaflex is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected status.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more. If you're passionate about delivering exceptional patient care and experiences, and are looking for a challenging and rewarding role, we encourage you to apply. Join our team at arenaflex and be part of a dynamic and supportive environment that values innovation, quality, and patient-centered care. Apply for this job