Patient Access - Call Center Specialist I

About the Role

Title: Patient Access-Call Center Specialist I

Location: Minnesota or Wisconsin

Department: Customer Service

Job Category: Customer Service

Requisition Number: PATIE006707

Full-Time

Remote

Hourly Range: $20.18 USD to $30.27 USD

10 River Park Plaza
St Paul, MN 55107, USA

Job Description:

Description

Gillette Children’s is hiring a Patient Access Specialist to serve as a welcoming first point of contact for patients and families. This role supports access to care by managing inbound and outbound calls, scheduling appointments, verifying insurance information, and providing clear guidance on services and next steps.

This is a remote opportunity; however, the selected candidate must reside in Minnesota or Wisconsin and have the ability to work onsite in St. Paul, MN as needed. The first six weeks of employment will be onsite in St Paul, MN for training. Standard business hours are Monday–Friday, 8:00am-4:30pm. 

This position provides phone-based scheduling support for patients and families for complex appointment coordination. Promotes and maintains professional and positive patient and family experience as the first impression of the organization.

•  Phone Coverage: Primary point of contact for patients, families, and other customers engaging with Gillette over the phone. This includes both inbound and outbound calls occurring through Gillette’s main phone number.

•  Appointment Scheduling: Schedules appointments across all medical specialties and integrative care services timely, efficiently, and in alignment with the patient’s unique needs and care plan.

•  Patient Engagement: Promotes and enrolls patients and their caregivers in our appointment reminder system and MyGillette patient portal to increase ways in which families can engage with their care. Thoroughly explains functionalities available.

•  Demographic Collection: Obtains and updates patient demographic, financial and medical information with a high level of accuracy. Accountable to provide quality, complete, and timely pre-service registration of patients to maximize financial return.

Compensation & Benefits 

The hourly wage for this opportunity is $20.18/hour to $30.27/hour, with a median wage of $25.22/hour. Pay is dependent on several factors including relevant work experience, education, certification & licensure, and internal equity. Hourly pay is just one part of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package that includes a retirement savings match, tuition and certification reimbursement, paid time off, and health and wellness benefits for .5 FTE and above.

Primary Job Responsibilities

• Phone Coverage

  • Answers inbound calls for Gillette’s main number 

  • Triages patient, family, external customer needs through scheduling or other administrative avenues 

  • Makes outbound calls to schedule follow up services for established patients 

  • Greets patient/family by introducing self and organization 

  • Utilizes all available resources (technology/people) to optimize the patient experience 

  • Ends calls by confirming appointment date, time, provider and location as applicable 

  • Provides feedback to leader when barriers in ability to cover phones arise 

  • Meets employee dashboard standards for the department 

• Appointment Scheduling

  • Schedules appointments across all medical specialties and integrative care services timely, efficiently and in alignment with provider request and patient preference 

  • Coordinates appointment appropriateness and ‘urgency’ in collaboration with nurses and providers 

  • Consults with providers, telehealth/clinic nurses, and leaders to resolve complex patient needs and scheduling issues  

  • Provides quality, complete and timely pre-registration  

  • Obtains, updates and documents patient demographic, financial, and medical information with a high level of accuracy 

  • Demonstrates accuracy in creation of scheduling encounters 

  • Identifies urgent or high-risk patient needs and hands-off to Telehealth nursing appropriately

  • Protects patient confidentiality in alignment with HIPAA expectations 

•  Technology, Polices & Procedures

  • Demonstrates competency in organizational systems including: scheduling, electronic medical record, online resources, and other relevant technology to performance all necessary scheduling and pre-registration functions 

  • Adheres to all organization and department policies, guidelines, workflow to eliminate errors in practice 

Qualifications 

Required 

• High School Diploma/ GED

• 1 year of experience in customer service, administrative or healthcare setting

Knowledge, Skills and Abilities

• Knowledge & understanding of medical terminology

• Knowledge & understanding of commercial insurance carriers and standard insurance forms

Preferred 

• Advanced education (Associate or Bachelors)

At Gillette Children’s, we foster a culture where every team member feels a sense of belonging and purpose. We are dedicated to building an environment where all feel welcomed, respected, and supported. Our values are embedded at the heart of our culture. We act first from love, embrace the bigger picture, and work side-by-side with our patients, families, and colleagues to help every child create their own story. Together, we work to ensure patients of all backgrounds and abilities reach their full potential.

Gillette Children's is an equal opportunity employer and will not discriminate against any employee or applicant for employment because of an individual's race, color, creed, sex, religion, national origin, age, disability, marital status, familial status, genetic information, status with regard to public assistance, sexual orientation or gender identity, military status or any other class protected by federal, state or local laws.

Gillette Children’s is a global beacon of care for patients with brain, bone and movement conditions that start in childhood. Our research, treatment and supportive technologies enable every child to lead a full life defined by their dreams, not their diagnoses.

Gillette Children's participates in the U.S. Department of Homeland Security (DHS) E-Verify program which is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. If E-Verify cannot confirm that you are authorized to work, Gillette will give you written instructions and an opportunity to contact DHS or the Social Security Administration (SSA) to resolve the issue before Gillette takes any further action. Please visit https://www.e-verify.gov/ for further details regarding e-verify.