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Job Title:Access Specialist Lead - Cancer Service LineDepartment:Hematology/OncologyShift:1stFull/Part:Active Regular FT (72 to 80 hours per pay period)Specialty:HematologyJob Number:2022-2928Job Description:Rush University Medical CenterAccess Specialist Lead - Cancer Service LineMonday - Friday 8:30am - 4:30pmPosition Highlights:The RUMG Access Center Representative manages all inbound clinical and non-clinical calls and performs clinic activities including routine and advanced scheduling, basic triage, message taking, and referral management. The RUMG Access Center Representative 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.Position Responsibilities:Answers all telephone calls for multiple practices over all service lines and radiology modalities with the accuracy rate of 90% or above scheduling patients within guidelines, taking messages utilizing templates and routing clinical inquires to appropriate RN pool, clinical or administrative pools and complete clean registration, with accuracy rate of 90% or above
Assists and understands at a high-level multiple practice, multiple service lines scheduling guidelines and appointment scheduling.
Researches and resolves complex inquires and complaints to ensure customer satisfaction and retention.
Identifying and promoting other practices or services patient may also need.
Available for agents' questions, inquires and first line of support for any and all service recovery.
Assist with monitoring queues to maintain acceptable service levels and had the understanding and knowledge to re-skill agents as needed.
Reports any scheduling, communication or workflow errors to supervisor and enters all information into ServiceNow system.
Emphasize and reinforce department level training, workflows and policies.
Maintains 50% production of on phone support.
Assesses the callers need and responds with critical judgment and ensures the appropriate resolution for the inquiry or issue. Understands when to escalate calls to nurse, and/or RUMG Access Center leadership.
Proactively monitors and escalates areas of concern or uncertainty relating to the practices and suggests possible resolutions around access, capacity management, disposition of medical questions, workflows and/or Epic build issues.
Exhibits mastery of specialized RUMG Access Center processes including but, not limited to: questionnaires, subgroups, auto search, pre-registration, message templates, and referral capture and insurance plan networks.
Adheres to service specialized workflows for multiple specialty departments. Follows protocols built in Epic and documented practices scheduling requirements.
Responsible for accurately documenting appointment information and notifying the patient of information critical to their visit.
Drives and supports the RUMG revenue cycle by minimizing potential financial risk of patient accounts through patient insurance registration activities. This includes but is not limited to discussing the patient's financial responsibility for their upcoming visit, outstanding balances, and referral requirements based on Rush contracts.
Maintains a high level of understanding and acts as a patient resource for physician and ancillary service offerings, navigating the Rush campus, payment categories, and the billing procedures of Rush University Medical Group.
Exhibits sensitivity to patient health information and protects confidentiality. Maintains privacy at all times for patient and employee information.
Enhances the reputation of the RUMG Access Center by fostering ownership and personal responsibility for exceeding patient service expectations through accountability for actions and decisions setting a positive example to peers, coworkers, departments and patients.
Promotes a positive and productive environment, supporting teamwork and communication.
Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RUMG Access Center. Demonstrates adaptability in providing coverage for multiple practices via practice assignment adjustments for unexpected absences, events or call volume variances.
Utilizes customer service skills to exceed the patient's needs.
Performs other duties as assigned.
Required Qualifications:Bachelor's degree or equivalent work experience in patient care or related setting such as healthcare call center, clinic, ambulatory care center, or physician office
Certified Healthcare Access Associate (CHAA) preferred or required within 8 months after hire
Excellent communication and outstanding customer service and listening skills required.
Critical thinking, 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 on keyboard, along with strong Microsoft skills in Word, Outlook and Office
Ability to prioritize and function effectively, efficiently and accurately in a multi-tasking, complex, fast paced and challenging call 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
Preferred Qualifications:Bilingual skills a plus.
Abilities:Ability to prioritize and function effectively, efficiently and accurately in a multi-tasking, complex, fast paced environment.
Ability to act responsibly and quickly with sound judgement when problem solving.
Ability to utilize Epic Cadence efficiently.
Ability to listen to patients and process needs while simultaneously documenting in Epic.
Able to work under stressful conditions while maintaining professionalism.
Work will often require flexibility
Able to communicate with many different customers and seeking solutions to move the organization forward.
Ability to make independent decision in problem solving.
Ability to prioritize own work.
Company Highlights:Ranked among the top academic medical centers in the country, Rush University Medical Center is an outstanding place to enhance your career. Everything we do centers on one goal: improving patient care.
Leading academic medical center, acute care hospital w/ 664 licensed beds.
Ranked among the top 20 "Best Places to Work" by Indeed.
In U.S. News & World Report's 2017-2018 Best Hospitals issue, Rush ranked among the top 50 hospitals in 8 of 16 categories.
Rush University Medical Center received five stars in a quality rating system by the federal Centers for Medicare and Medicaid Services (CMS). Rush University Medical Center is the only five-star academic medical center in the Chicago area.
Rush has been named one of the 100 Top Hospitals in the country by Truven Health Analytics three times.
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.
