Patient Access Specialist (Bilingual - English/Somali)

Hennepin County Medical Center Minneapolis, MN

HCMC has an opening for a Bilingual (English/Somali) Patient Access Services Specialist. This position will work forty hours between the hours of 7am to 7pm Monday thru Friday and/or Saturdays 8:30am to 12:30pm.

Under general supervision, performs work in a patient services support position involving the use of computerized information systems to perform patient scheduling, registration and insurance verification, including collection, and coordination of care plans.


* Responds to calls including patients, physicians, physicians' office staff, peers, and determines the urgency of the situation and then suggests appropriate referrals

* Answers the Patient Access Services telephone lines for department, prioritizes, screens, and redirects calls. Answers questions, handles routine matters and takes messages

* Schedules all appointments for patients on the computerized scheduling system and works with the manager and supervisor to meet these goals

* Confirms patient appointments and gives appropriate instructions by telephone or by mailing each patient a letter providing information about the test(s) and any necessary preparation, if scheduled appointment is more than three (3) days out

* Completes multiple types of outpatient registrations in a professional, accurate, customer-oriented and timely manner

* Maintains forms in all printers at all times, which may require lifting or carrying cases of forms

* Works with individual physician offices and their office managers/supervisors to obtain correct information for scheduling appointments

* Obtains information about patient's health insurance electronically through the payer websites, and/or by information provided by the patient from the insurance issued identification card

* Secures payment for services, contracts for payment, as well as refer patients for financial counseling or collections of account balances

* Calculates patient liabilities and works with patients to set-up payment plans or secures other means of payment prior to scheduling

* Assist patients and their families with billing and payment plans, and pre-payment service collections in order to increase cash flow

* Utilizes Search America and US Bank Navigation databases for eligibility verification, pre-authorizations, quotes for services and to review/update accounts

* Collects co-payments and/or pre-payments from patients at time of appointment scheduling

* Performs other duties as assigned, but only after appropriate training


Minimum Qualifications:

* One year data look-up/data entry experience

* Two years experience in customer service involving complex analytical problem-solving skills

* One year experience in a call center with emphasis in a customer service/medical industry

* OR-

* An approved equivalent combination of education and experience

* Knowledge of medical terminology and medical scheduling is preferred

Preferred Qualifications:

* One year of post-secondary education

* Bilingual in English and Somali

Knowledge/ Skills/ Abilities:

* Ability to organize work under pressure

* Ability to type

* Strong written and oral communication skills

* Time management and sound decision-making skills

* Ability to work in a fast-paced, continually changing environment

* Basic knowledge of medical terminology

* Basic knowledge of medical insurance theory

* Knowledge of all software and hardware computerized equipment used by the Patient Access Services Department