Rush University Medical Center
Access Specialist 2-23582
Rush University Medical Center, Chicago, Illinois, United States, 60290
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Access Specialist 2-23582
role at
Rush University Medical Center .
Location: Chicago, Illinois Business Unit: Rush Medical Center Hospital: Rush University Medical Center Department: Access Center Primary Care Work Type: Full Time (Total FTE between 0.9 and 1.0) Shift: Shift 1 Work Schedule: 8 Hr (8:30:00 AM - 5:00:00 PM)
Pay Range: $21.61 - $34.04 per hour
Summary The RMG Access Center Specialist II manages all clinical and non-clinical calls and performs clinic activities including routine and advanced scheduling, message taking, radiology scheduling, and referral management. The RMG Access Center Specialist II collaborates with Access Center team members and practice staff to meet overall access, revenue cycle and scheduling objectives while exceeding customers’ expectations. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.
Other Information Knowledge:
High School Diploma required. Bachelor’s degree or equivalent work experience in patient care or related setting such as healthcare contact center, clinic, ambulatory care center, or physician office required. Certified Healthcare Access Associate (CHAA) preferred. Bilingual highly regarded.
Skills:
Excellent communication and outstanding customer service and listening skills required. Critical thinking and multi‑tasking, sound judgment and strong problem‑solving skills essential. Must be team‑oriented, open minded, flexible, and willing to learn. Strong attention to detail and accuracy required. Maintain ability to type 40 WPM, along with strong Microsoft skills in Word, Outlook, and Office.
Abilities:
Ability to prioritize and function effectively, efficiently, and accurately in a multi‑tasking, complex, fast‑paced and challenging contact center environment. Ability to act responsibly and quickly with sound judgement when problem solving. Ability to utilize Epic Cadence efficiently. Employees hired into this role must successfully pass the Epic scheduling test. Ability to listen to patients and process needs while simultaneously documenting in Epic.
Disclaimer The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
Responsibilities
Competent and proficient in all ambulatory scheduling areas (e.g., Primary Care, Specialty, Physician Referral) or all radiology modalities (e.g., Breast Imaging, CT, MRI, Ultrasound, NM, etc.).
Answers all telephone calls within your work assignment as designated by your leadership with the goals of accurately scheduling patients as determined by departmental and Epic guidelines.
Evaluates non‑scheduling related patient inquiries including clinical related calls; routes and escalates all inquiries following departmental and epic clinical guidelines inclusive of warm transfers to RN triage and/or to clinics.
Performs outreach to patients via telephone or other electronic means to convert referrals to scheduled appointments.
Understands and becomes a subject matter expert with MyChart \ MyRushApp support lines.
Proactively identifies and assists with outstanding referrals, orders, and patient needs.
Responsible for leveraging Salesforce and Genesys platforms to optimize patient interactions and workflow efficiency.
Proactively monitors and escalates areas of concern or uncertainty relating to the practices and suggests resolutions around access, capacity management, disposition of medical questions, workflows, and/or Epic build issues.
Exhibits mastery of specialized RMG Access Center processes including but not limited to questionnaires, subgroups, auto search, radiology scheduling workflows, pre‑registration, message templates, and referral capture and insurance plan networks.
Adheres to service specialized workflows for multiple specialty departments across several service lines.
Responsible for accurately documenting appointment information and notifying the patient of information critical to their visit.
Drives and supports the RMG revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities.
Effectively completes point of service collections over the phone using secure payment processing systems via multiple payment options.
Maintains a high level of understanding and acts as a patient resource for physician and ancillary service offerings.
Exhibits sensitivity to patient health information and protects confidentiality.
Enhances the reputation of the RMG Access Center by fostering ownership and personal responsibility for exceeding patient service expectations.
Promotes a positive and productive environment, supporting teamwork and communication, along with the ability to shadow and train new hires.
Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RMG Access Center.
Utilizes customer service skills to exceed the patient’s needs.
Performs other duties as assigned.
Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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Access Specialist 2-23582
role at
Rush University Medical Center .
Location: Chicago, Illinois Business Unit: Rush Medical Center Hospital: Rush University Medical Center Department: Access Center Primary Care Work Type: Full Time (Total FTE between 0.9 and 1.0) Shift: Shift 1 Work Schedule: 8 Hr (8:30:00 AM - 5:00:00 PM)
Pay Range: $21.61 - $34.04 per hour
Summary The RMG Access Center Specialist II manages all clinical and non-clinical calls and performs clinic activities including routine and advanced scheduling, message taking, radiology scheduling, and referral management. The RMG Access Center Specialist II collaborates with Access Center team members and practice staff to meet overall access, revenue cycle and scheduling objectives while exceeding customers’ expectations. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.
Other Information Knowledge:
High School Diploma required. Bachelor’s degree or equivalent work experience in patient care or related setting such as healthcare contact center, clinic, ambulatory care center, or physician office required. Certified Healthcare Access Associate (CHAA) preferred. Bilingual highly regarded.
Skills:
Excellent communication and outstanding customer service and listening skills required. Critical thinking and multi‑tasking, sound judgment and strong problem‑solving skills essential. Must be team‑oriented, open minded, flexible, and willing to learn. Strong attention to detail and accuracy required. Maintain ability to type 40 WPM, along with strong Microsoft skills in Word, Outlook, and Office.
Abilities:
Ability to prioritize and function effectively, efficiently, and accurately in a multi‑tasking, complex, fast‑paced and challenging contact center environment. Ability to act responsibly and quickly with sound judgement when problem solving. Ability to utilize Epic Cadence efficiently. Employees hired into this role must successfully pass the Epic scheduling test. Ability to listen to patients and process needs while simultaneously documenting in Epic.
Disclaimer The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
Responsibilities
Competent and proficient in all ambulatory scheduling areas (e.g., Primary Care, Specialty, Physician Referral) or all radiology modalities (e.g., Breast Imaging, CT, MRI, Ultrasound, NM, etc.).
Answers all telephone calls within your work assignment as designated by your leadership with the goals of accurately scheduling patients as determined by departmental and Epic guidelines.
Evaluates non‑scheduling related patient inquiries including clinical related calls; routes and escalates all inquiries following departmental and epic clinical guidelines inclusive of warm transfers to RN triage and/or to clinics.
Performs outreach to patients via telephone or other electronic means to convert referrals to scheduled appointments.
Understands and becomes a subject matter expert with MyChart \ MyRushApp support lines.
Proactively identifies and assists with outstanding referrals, orders, and patient needs.
Responsible for leveraging Salesforce and Genesys platforms to optimize patient interactions and workflow efficiency.
Proactively monitors and escalates areas of concern or uncertainty relating to the practices and suggests resolutions around access, capacity management, disposition of medical questions, workflows, and/or Epic build issues.
Exhibits mastery of specialized RMG Access Center processes including but not limited to questionnaires, subgroups, auto search, radiology scheduling workflows, pre‑registration, message templates, and referral capture and insurance plan networks.
Adheres to service specialized workflows for multiple specialty departments across several service lines.
Responsible for accurately documenting appointment information and notifying the patient of information critical to their visit.
Drives and supports the RMG revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities.
Effectively completes point of service collections over the phone using secure payment processing systems via multiple payment options.
Maintains a high level of understanding and acts as a patient resource for physician and ancillary service offerings.
Exhibits sensitivity to patient health information and protects confidentiality.
Enhances the reputation of the RMG Access Center by fostering ownership and personal responsibility for exceeding patient service expectations.
Promotes a positive and productive environment, supporting teamwork and communication, along with the ability to shadow and train new hires.
Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RMG Access Center.
Utilizes customer service skills to exceed the patient’s needs.
Performs other duties as assigned.
Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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