Job Description

Be a part of a world-class academic healthcare system, UChicago Medicine, as a Patient Access Specialist at our Burr Ridge Call Center. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

Under direct supervision and in collaboration with the care team and related departments, the Patient Access Specialist is responsible for guiding patients through services at UCM. The Access Specialist ensures that the patient and their caregivers are able to access appropriate services in a timely manner with a high degree of compassion and efficiency. This position is responsible for coordinating services and related appointments for all new patients among multiple providers and ancillary departments before and until their first visit. 

 Essential Job Functions:

• Responsible to oversee the scheduling of the new patient’s initial appointment with the appropriate provider and will coordinate complex joint appointments and referrals for lab testing and imaging procedures prior to first visit in communication with program liaisons and providers
• Anticipates patients’ frequently asked questions and concerns by assuming a proactive approach prior to the initial visit. Directs patient and caregiver questions and concerns to appropriate UCM clinicians, administrative staff and providers
• Obtains patients’ authorization and  verifies that all medical records, pathology slides and specimens, faxes and other items necessary for the initial visit have arrived. Collaborates with pre-visit team to obtain prior insurance authorizations and communicates with patient/caregiver as needed throughout process
• If patient has socioeconomic issues exist, the coordinator will take point in putting the patient in touch with services; financial, social work, transportation, etc.
• Builds relationships and effectively collaborates with internal physicians, nursing staff and other hospital staff involved in the care of cancer patients and with members of the referring community with whom UCM has strategic partnerships
• Provides information on appropriate clinical trials and information regarding disease diagnosis (via web or printed materials).Maintains statistics and generates reports for managers and others to identify new patient needs, trends, referral patterns, access barriers and to track outcomes related to the Support Coordinator role to ensure continuous improvements to service and access
• Performs other duties as assigned

• Embodies a high degree of professionalism to provide support and compassion to new patients facing a diagnosis of cancer. 

 Required Qualifications: 

• Associates Degree or higher
• Minimum of 5 years’ experience working in a high-volume healthcare environment
• Excellent organizational skills, well-developed written telephone and personal communication skills are required
• Must have the ability to exercise a high degree of diplomacy and tact, excellent customer services and interpersonal communication skills 
• Cultural sensitivity and demonstrated ability to work with diverse people groups
• Ability to multi-task and prioritize is crucial to success in this position
• Compassionate listening skills are required for patient and family distress related to new diagnosis and issues related to course of disease
• Ideal candidate has strong interest and desire for extensive patient and family interaction
• Requires experience with and demonstrates a high commitment to customer service
• Uses discretion and good judgment and maintains patient confidentiality
• Must be able to independently and professionally interact with clinicians and personnel internal and external to UCM
• Understands when to escalate issues in order to maximize access for patients
• Ability to work well under pressure and be able to problem-solve and follow through with effective solutions
• Displays proficiency in understanding medical terminology through experience or certification

Preferred Qualifications:

• Bachelor’s Degree
• Epic experience
• Healthcare Experience (Neuroscience strongly preferred)

Position Details 

• Job Type/FTE: Full-Time 1.0 FTE
• Shift: Days 8:00am-4:30pm
• Work Location: Onsite - Burr Ridge and visiting clinics
• Unit/Department: Access Center Scheduling Ops 
• CBA Code: Non-Union