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

Are you passionate about delivering exceptional customer service and making a positive impact on patients' lives? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join arenaflex as an Experienced Patient Access Specialist – Customer Service. As a key member of our team, you will play a vital role in ensuring that patients receive the highest level of care and service, while also contributing to the growth and success of our organization.

About arenaflex

At arenaflex, we are committed to providing exceptional patient care and service. Our patient-first approach sets us apart as a leader in the healthcare industry. We pride ourselves on providing a positive and supportive work environment that fosters growth, learning, and collaboration. Our team is dedicated to making a difference in the lives of our patients, and we are seeking like-minded individuals to join us on this journey.

Responsibilities

As an Experienced Patient Access Specialist – Customer Service, you will be responsible for:

• Consistently practicing the Patients First philosophy and adhering to high standards of customer service, setting an example to peers and coworkers 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, establishing 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 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 that provide direct patient care, accommodating all levels of communication ability.

Technology

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

• 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.
• Running real-time eligibility (RTE) on all patients to verify insurance and follows out-of-network policies as applicable.
• Sending 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.

• Understanding minimum data set required for a complete registration, collecting and verifying critical data and updates that information into registration system.
• Understanding departmental and individual quality metrics, proactively analyzing account activity, identifies problems, and initiates appropriate actions/resolutions.
• Evaluating procedures and suggests improvements to enhance customer service and operational efficiency, participating in departmental quality improvement activities.
• Providing ideas and suggestions for process improvements within the department, monitoring registration and scheduling, including insurance verification to ensure processing within prescribed quality standards.
• Adjusting processes as needed to meet standards, using organizational and unit/department resources efficiently.
• Acting as a training resource for new staff and a resource for coworkers, sharing process and workflow information.
• Understanding that schedule may change to reflect shifting business needs, evolving and learning 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.

Benefits

At arenaflex, 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. Some of our benefits include:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.
• Recognition and rewards for outstanding performance.
• Comprehensive health insurance and wellness programs.
• Paid time off and holidays.
• Retirement savings plan with company match.
• Employee assistance program.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient care and service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to our online application system. We look forward to hearing from you! Apply Job! Apply for this job