As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
Receive inbound calls, collect accurate demographic/verify insurance information, accurately document the system, schedules the appointment, collect funds as needed, complete administrative work as assigned. The role will also provide operational, communication, technical, and process improvement support to Behavior and Development leadership.
II. Essential Functions –
Greets families according to Nemours Standards of Behavior and AIDET
Accurately load/update patient demographics adhering to system warnings
Accurately schedules patients and creates/completes referral shells according to Scheduling Reliable Method
Obtain/understand insurance information provided by callers and accurately load insurance into EPIC
Obtain insurance benefits for scheduling.
Understand how to read electronic response history to enter/update insurance changes in EPIC, i.e. co pays, capitation agreements, PPO plan vs. HMO plan, coverage effective dates etc.
Informs patients about current initiatives, i.e. MyNemours, online scheduling,
Reviews essential patient appointment information, i.e. location of appt, insurance benefits and payment requirements.
Trains and completes call evaluations with new BH/DM access staff.
Serve as immediate support to BH/DM access staff
Coordinates time off/lunch schedules for proper access phone coverage (8am – 5pm daily).
Documents DAR notes were applicable
Participate in daily huddles.
Manages the internal and external referral work queues.
Process and complete incoming eReferral external physicians requests for appointment scheduling.
Process Epic in-baskets
Works according to the Standard Reliable Method
Offers process improvements opportunities via the daily huddle
Completes mandatory in-service training yearly which includes but not limited to safety, infection control, HIPAA, corporate compliance, and bioterrorism
Assist with handling escalations calls.
Assists in development, analyses and management of staffing.
Provides leadership with reports on productivity, identifies obstacles and barriers to Standard Reliable Methods, and provides CI process improvements suggestions as needed.
Establishes and maintains lines of communication between the Access Center staff and Behavior and Development departments.
High School Diploma
1-3 years of job related experience
Behavior and Development medicine related experience preferred.
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is a pediatric health system of hospitals and specialty clinics serving children and families throughout the Delaware Valley and Florida. Our dedicated professionals integrate medical care, research, health education, and prevention to help improve the lives of children every day.