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SalaryLocation: Chicago, IL
Hospital: RUSH University Medical Center
Department: Rush Access Center - Office
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) with Alternating Saturdays
Summary:
The RUMG Access Center Representative manages all clinical and non-clinical calls and performs clinic activities including routine and advanced scheduling, basic triage, message taking, radiology scheduling, 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.
Responsibilities:
1. Answers all telephone calls for multiple practices over all service lines or all 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.
2. Assists and understands at a multiple practices across several service lines the scheduling guidelines and appointment scheduling.
3. Preforms outreach to patients via telephone and or other electronic means in attempt to convert referrals to scheduled appointments.
4. Understands and becomes a subject matter expert with MyChart \ MyRushApp support lines.
5. Identifying and promoting other practices or services patient may also need.
6. Assesses the caller’s 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.
7. 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.
8. Exhibits mastery of specialized RUMG 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.
9. Adheres to service specialized workflows for multiple specialty departments across several services lines. Follows protocols built in Epic and documented practices scheduling requirements.
10. Responsible for accurately documenting appointment information and notifying the patient of information critical to their visit.
11. 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.
12. 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.
13. Exhibits sensitivity to patient health information and protects confidentiality. Maintains privacy at all times for patient and employee information.
14. 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.
15. Promotes a positive and productive environment, supporting teamwork and communication, along with the ability to shadow and training new hires.
16. Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RUMG Access Center.
17. Utilizes customer service skills to exceed the patient’s needs.
18. Performs other duties as assigned.
Required Job 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 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
- Maintain ability to type 40 WPM, 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 Job Qualifications:
- Bilingual ability, highly preferred
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.
