Job description

Job Title: Access Navigator
Department: RUMG PRIMARY CARE CALL CENTER
Shift: 1st
Specialty: Call Center
Job Number: 2023-0568
Date Posted: 02/23/2023
Position Type: Administrative/Clerical

Job Qualifications:

Rush University Medical Center
Access Navigator

1st shift 8:30am - 5:00pm
to include a Saturday or Sunday within the work schedule

Position Highlights:
The RUSH Access Navigator functions as a centralized resource to facilitate patient access. This role assists providers, employees and patients with identifying medical specialists and coordinating care via advanced scheduling of provider consults, ancillary tests, routine and diagnostic procedures, lab testing, basic triage and referral management. The Access Navigator collaborates with practice staff, providers and leaders across the organization 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:
Delivers and monitors exceptional level of personal attention and specialized care to all patients referred to RUSH.
Answers all telephone calls for multiple queues and schedules, coordinates care or sends messages across all service lines or radiology modalities, utilizing templates and routing clinical inquires to appropriate departments, providers or leaders.
Assesses the caller's need and responds with critical judgment and ensures the appropriate end to end resolution for the inquiry or issue. Understands when to escalate calls.
Establishes relationships with physicians, practice managers and staff and develops strategies to coordinate the patient's visit and support and improve customer service.
Performs outreach to patients, providers and practices via telephone, MyChart, email and or other electronic means in attempt to complete scheduling or care coordination requests.
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.
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.
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.
Assists in verifying billing statements, questions, collections and problems associated with patient accounts.
Identifies and promotes other practices or services patient or provider may also need.
Works cooperatively in a team environment and supports a flexible structure to ensure the success of the RUMG Access Center.
Understands and becomes a subject matter expert with MyChart\MyRushApp and open scheduling.
Keeps up-to-date on Rush University Medical Center leaders, providers and services.
Records daily activity in Access facilitated access database.
Daily interaction with RUSH patients, providers and leaders.
Assist with all other access center queues as needed.
Performs duties in a typical office environment.





Position Job Qualifications:
High school diploma/GED required.
Five years recent healthcare and customer service experience.
Three years of demonstrated excellence and mastery of customer service/ front-end patient experience.
Demonstrated ability and sufficient working knowledge to support Access Center service lines.
Demonstrated critical and problem-solving skills, experience dealing with demanding situations and the ability to resolve unusual problems. Ability to maintain composure under stressful situations.
Outstanding customer service skills, communicates well and utilizes excellent listening skills and telephone etiquette.
Excellent interpersonal skills including tact, discretion and courtesy necessary to interact cordially and effectively at all times and to work cooperatively in a team environment.
Strong written and verbal skills.
Organized and has the ability to prioritize and perform multiple duties in an often fast paced environment.
Must be comfortable with outreach activities in unstructured environment
Ability to build relationships with internal and external partners.
Proficiency with MS Word, Excel and Outlook.
Open-mindedness and willingness to adjust to change.
Works effectively with minimum supervision.
Have a flexible schedule for early or late days to accommodate the patient's needs.

Preferred Job Qualifications:
Bachelor's degree preferred.
Basic working knowledge of the medical center; previous patient coordinator/special services experience.

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.

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

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