Location: Wilmington, Delaware
The Therapy Access Specialist communicates with patients/providers via telephone to ensure accurate, prompt and courteous scheduling of therapy appointments according to established guidelines. This position is responsible for obtaining and entering accurate demographic and insurance information for all encounters. The Therapy Access Specialist is required to discuss financial obligations with patient families and collect when appropriate. The Therapy Access Specialist is responsible for monitoring registration and insurance related items that fall into patient work queues to ensure timely claim filing. This role works collaboratively with program managers and supervisors to ensure all patients' access needs are met. The Therapy Access Specialist is required to provide superior customer service to both internal and external customers, and represent Nemours in a positive, professional manner. They are responsible for demonstrating a commitment to service, organization values, and professionalism through appropriate conduct and demeanor at all times.
Promptly answers incoming calls to schedule appointment for patients; makes outbound calls when follow-up is needed.
Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication.
Ensures efficient processing and documentation of all information required for insurance verification, registration and billing in the Electronic Medical Record (EMR) system.
Schedule patient appointment according to established division guidelines and communicate updates and barriers in a timely manner.
Ensure urgent diagnosis and appointments are handled with priority and escalation processes are utilized when necessary.
Verify insurance eligibility and authorizations utilizing the available resource tools.