As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
Primary Fuction: Receive inbound calls, collect accurate demographic/verify insurance information, accurately document the system, schedules the appointment, collect funds as needed, complete administrative work as assigned
he Access Center Specialists ensures a positive patient and family experience while providing centric scheduling/registration approach for appointments provided throughout the Delaware Valley. Members of the Access Center Call Center are responsible for:
-Treating patients in a respectful, confidential and family-friendly manner.
-Answering all calls relating to scheduling and appointments within the Nemours Practice
-Obtaining and recording appropriate demographic and insurance information to facilitate patient care and billing procedures
-Ensuring that patients flow through the scheduling and registration systems as quickly and efficiently as possible
-Verifying eligibility for all insurances and completion of coordination of benefits
-Ensuring all fiscal procedures are followed in a consistent manner by collection of co-payments when necessary and performing simple banking
-Providing excellent patient service at all times.
Greets families according to Nemours Standards of Behavior and AIDET
Accurately load/update patient demographics adhering to system warnings
Accurately schedules patients and creates/completes referral shells according to Scheduling Reliable Method
Submit electronic referral requests at time of scheduling
Obtain/understand insurance information provided by callers and accurately load insurance into EPIC
Understand how to read electronic response history to enter/update insurance changes in EPIC, i.e. co pays, capitation agreements, PPO plan vs. HMO plan, coverage effective dates etc.
Informs patients about current initiatives, i.e. online scheduling, evening clinics
Reviews essential patient appointment information, i.e. location of appt, NPO, bring all meds to appt., prep information
Process requests for prescription refills
Documents DAR notes were applicable
Confirms referral requirements with caller
Participate in daily huddles.
Manages the CCR template exceptions work which includes cancelling, rescheduling and blocking provider templates as requested via the CCR ticket process.
Manages the internal and external referral work queues.
Manages the PCP ticket requests to verify and update PCP information for EPIC.
Processes and completed incoming eReferral external physicians requests for appointment scheduling.
Processes incoming staff messages by supporting the MyNemours website and the Access Center team.
Works according to the Standard Reliable Method
Offers process improvements opportunities via the daily huddle
Completes mandatory in-service training yearly which includes but not limited to safety, infection control, HIPPA, corporate compliance, and bioterrorism
Assist with making discharge follow up calls
Excellent communication and customer service skills
Ability to navigate multiple computer screens
Basic medical terminology
Call Center experience preferred
High School Diploma required- Associate Degree preferred
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is a pediatric health system of hospitals and specialty clinics serving children and families throughout the Delaware Valley and Florida. Our dedicated professionals integrate medical care, research, health education, and prevention to help improve the lives of children every day.