Access Coordinator II

PRIMARY FUNCTION:

Serves as a key front-door representative of the organization, delivering a high-quality, patient-centered experience while supporting accurate and efficient patient access functions. Acts as both a Patient Access expert and Experience facilitator, guiding patients through registration, self-service tools (eCheck-in, kiosks), and scheduling needs.

Collaborates with clinical, operational, and revenue cycle teams to ensure seamless patient flow, accurate data capture, and appropriate financial clearance for each encounter. Functions as a central resource for patient navigation, access support, and service recovery when needed.

SCHEDULE- Monday-Friday | 6:45 AM-3:15 PM. This position DOES NOT require weekend coverage or holiday rotation.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Patient Experience and Navigation:

• Serves as the first point of contact for patients and visitors, providing a welcoming, professional, and service-oriented experience
• Assists with wayfinding, patient flow, and communication of wait times to ensure a smooth visit
• Proactively supports patients in utilizing self-service technologies, including eCheck-in, kiosks, and mobile tools
• Provides real-time troubleshooting and service recovery for patients requiring additional support beyond self-service capabilities
• Acts as a patient advocate, identifying barriers and facilitating timely resolution

Patient Access and Registration:

• Performs registration and verification activities to ensure accurate demographic and insurance information across multiple service lines
• Validates eligibility, benefits, and coverage in alignment with organizational and payer requirements
• Ensures all encounters are properly created and maintained to support clinical care, billing, and compliance

Financial Clearance and Collections:

• Determines and collects pre-service and point-of-service payments, including prior balances when appropriate
• Educates patients on financial responsibility based on benefit plans and estimated liability
• Presents and explains payment plan and financial assistance options, facilitating appropriate referrals when needed
• Maintains working knowledge of payer requirements, coverage nuances, and regulatory considerations (including no balance billing where applicable)

Scheduling and Care Coordination:

• Schedules follow-up appointments, diagnostic services, and ancillary procedures across a broad range of services
• Demonstrates proficiency in scheduling the majority of services, with appropriate escalation or warm transfer for specialty or complex scheduling needs
• Provides patients with clear next steps for continued care, including directions for labs, imaging, and specialty services

Operational Support:

• Supports Health Center operations, including coordination of front desk activities, mail handling, and vendor/courier access
• Monitors and escalates facility or operational issues to leadership as appropriate
• Maintains a safe environment by adhering to safety protocols and reporting hazards or concerns promptly

SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:

Frequent interaction with patients, families, physicians, clinical staff, Patient Financial Services, Information Services, and external entities including insurance companies. Serves as a central hub for front-end patient engagement and coordination.

DIRECTION/SUPERVISION OF OTHERS:

None

DIRECTION/SUPERVISION RECEIVED:

Patient access Supervisor, Patient Access Manager and Director, Patient Access

EDUCATION AND EXPERIENCE REQUIREMENTS:

Associate degree in Business/Medical related field preferred.

Two years' experience in a medical, financial or marketing institution preferred.

Previous insurance or third-party experience is preferred

Ability to manage multiple software/websites simultaneously

An equivalent combination of education and experience may be substituted.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

• Strong customer service and interpersonal skills with a focus on hospitality and patient experience
• Ability to guide and educate patients on processes, technology, and financial responsibilities
• Proficiency in registration, insurance verification, and scheduling workflows
• Critical thinking and problem-solving skills, with ability to manage real-time service issues
• Strong organizational skills with the ability to prioritize in a fast-paced environment
• Effective communication skills, both verbal and written
• Ability to adapt to change and manage multiple responsibilities simultaneously
• Demonstrates accuracy and attention to detail in all aspects of work
• Ability to work independently and collaboratively within established guidelines
• Commitment to organizational values and patient-centered care

SPECIAL REQUIREMENTS:

Ability to travel and work at any site, depending upon department needs.

PHYSICAL DEMANDS:

Occasional light lifting/carrying up to 10-20Lbs

Manual dexterity to initiate calls and perform computer entry.

Sight to dial numbers and read computer screens.

Hearing to speak with patients, etc on the phone or in person, possibly extended periods of time.

Repetitive motion of hand, wrist and fingers.

Physical capability to walk/stand/sit/ for up to 8 hours/shift

Physical capability to carry a notebook (small laptop) or iPad; total weight 3-7 LBS.

Physical ability to utilize computer cart as necessary (32 LBS)

Physical ability to push wheelchair as needed

WORKING CONDITIONS:

Sit, stand or walk most of the day in a hospital/office environment.

Communicate with patients and family members at bedside.

Stand and carry a notebook (small laptop)

Interdivisional travel as necessary.

May be exposed to potential biohazards found in healthcare institutions

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Post End Date

EEO Posting Statement

ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program. To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/