Access Center Specialist II (Jacksonville)

About the Role Nemours is seeking an Access Center Specialist II (Full-Time) to join the Jacksonville, Florida team. This hybrid position involves communicating with patients and providers to schedule specialty appointments according to division guidelines, obtaining accurate demographic and insurance information, and discussing financial obligations with families. What You'll Do

• Provide scheduling of patient appointments according to division guidelines and communicate updates and barriers in a timely manner.
• Verify insurance eligibility and authorizations using available resource tools.
• Enter and verify demographic and insurance information in the Electronic Medical Record (EMR).
• Discuss financial obligations with patient families and collect payments when appropriate; inform about required authorizations as applicable.
• Monitor patient work queues to ensure timely claim filing and reconcile daily cash.
• Collaborate with medical secretaries and department managers to meet access needs; refer to Financial Advocates if financial assistance is needed.
• Educate callers on appointment preparation and requirements for a productive visit.
• Answer incoming calls and make outbound calls for follow-up; provide a smooth transition for internal and external customers.
• Notate accounts accurately to communicate pertinent information to clinic, registration, authorization, billing, and family financial departments.
• Request medical records when necessary; review and escalate issues; respond to staff messages.
• Maintain confidentiality and uphold Nemours values; adhere to policies; support a professional, respectful environment.
• Provide directions to clinic locations and stay current on appointment changes and insurance requirements.
• Assist with Cancelled Clinic requests and ensure appointment accuracy.
• Interact with coworkers and clinic personnel in a professional manner.
• Respond to delays or issues relating to patient appointments and maintain team metric performance.
• Demonstrate a commitment to service, organization values, and professionalism at all times.
• Uphold compliance and ethics, and escalate as needed for operational improvement. What We're Looking For
• High School Diploma required.
• More than one (1) year of customer service, medical office, or call center experience preferred.
• NAHAM certificate (National Association of Healthcare Access Management) - CHAA preferred. Nice to Have
• NAHAM CHAA preferred Compensation & Benefits
• 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.
• 403B with employer match.
• 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.