Nemours is seeking an Access Center Specialist III (Full-Time), to join our team in Jacksonville, Florida.

This is a hybrid position. 

The Access Center Specialist III has mastered all requirements of the Access Center Specialist listed below and based on a demonstrated history of high performance and self-monitoring, has a target focus on non-inbound call roles such as referral and MyChart scheduling request work queues, inbasket messages, clinic cancellation requests, application of call schedules, etc.

The Access Center is a high-volume contact center handling appointment scheduling, clinical escalation and general call routing and requests for information. The Access Center Specialist is responsible for obtaining and entering accurate demographic and insurance information for all encounters and must discuss financial obligations with patient families, collecting payments or escalating to Financial Advocates when appropriate. In addition, the Access Center 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 other Nemours departments to ensure all patient access needs are met. 

The Access Center Specialist serves as an initial contact for patients and families via telephone in a manner consistent with Nemours Children's Health customer service and standards of behavior. The 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 always. The Access Center Specialist communicates with patients and providers via telephone and other electronic means to ensure accurate, prompt, and courteous scheduling of specialty appointments according to established specialty guidelines. 

• Manages outbound appointment requests received via the Appointment Request Work Queue following established standard work guidelines and communicates scheduling outcome to referring provider in a professional manner.
• Completes outbound calls and electronic communications for all clinic specialties in an efficient manner, using standardized greeting, content, and closure of call. 
• Reviews work queues and report daily, makes corrections and/or escalate to leadership if necessary.
• Manages EMR and Outlook requests, to include: MyChart messages, Telephone Encounters, Staff Messages, CC Chart messages, email messages, partnership requests, and urgent fax requests.
• Reviews Clinic Cancellation Requests for clarity and requests additional information as necessary; processes complete tickets within established turnaround time; escalates incomplete tickets to supervisor.
• Reviews call calendar submissions for clarity and request additional information as necessary; processes complete tickets within established turnaround time; escalates incomplete tickets to supervisor.
• Builds and fosters professional relationships with internal providers and external community partners.
• Ability to identify, make recommendations, research, resolve and/or escalate issues including but not limited to Access Center standard workflows.
• All other duties as assigned by supervisor.

Job Requirements

• High School Diploma required.
• More than one (1) year of customer service, medical office, or call center experience required.
• CRCR Certified Revenue Cycle Representative, HFMA Certification preferred.

What We Offer  

• Competitive base compensation in the top quartile of the market
• Annual incentive compensation that values clinical activity, academic accomplishments and quality improvement
• Comprehensive benefits: health, life, dental, vision
• Mortgage assistance, relocation packages and 403B with employer match, 457 retirement savings plans
• Licensure, CME and dues allowance
• Not-for-profit status; eligibility for Public Service Loan Forgiveness
• For those living and working in Florida, enjoy the benefit of no state income tax. Those based in Delaware benefit from the state's moderate tax structure.

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Nemours Children’s Health is an internationally recognized children’s health system. With more than 1.7 million patient encounters annually, we provide medical care in five states through two freestanding state-of-the-art children’s hospitals — Nemours Children’s Hospital, Delaware and Nemours Children’s Hospital, Florida. Our pediatric network includes 80 primary-urgent-and specialty care practices and more than 40 hospitalists serving 19 affiliated hospitals. We generate annual revenues of more than $1.7 billion derived from patient services, contributions from the Alfred I. DuPont Trust, as well as other income.

As one of the nation's premier pediatric health systems, we’re on a journey to discover better ways of approaching children’s health. Putting as much focus on prevention as cures and working hand in hand with the community to make every child’s world a place to thrive. It’s a journey that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention, leading to the healthiest generations of children ever.

Inclusion and belonging guide our growth and strategy. We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build an inclusive and supportive environment. All of our associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families.

To learn more about Nemours Children’s and how we go well beyond medicine, visit us at www.nemours.org.