Job Description

At Nemours, every call is a chance to make care easier for a child, a family, or a provider. We are seeking a Full-Time Access Center Specialist II to join our Wilmington, Delaware team in a hybrid role focused on connection, accuracy, and compassionate service.

This role serves as a trusted guide for patients, families, providers, and internal teams—scheduling specialty appointments, verifying insurance and registration details, explaining financial responsibilities, and helping ensure each care journey starts smoothly and confidently.

What You Will Do

• Scheduling and Patient Communication
  • Promptly answer incoming calls to schedule patient appointments and make outbound calls when follow-up is needed.
  • Schedule appointments according to established division guidelines and communicate updates, delays, barriers, or appointment-related issues in a timely manner.
  • Prioritize urgent diagnoses and appointments, using escalation processes when necessary.
  • Educate callers on appointment preparation, requirements, directions, and clinic location to support a productive visit.
  • Develop and maintain proficiency across all specialty areas to provide effective cross-coverage support as operational needs arise. Assist with scheduling needs across specialties to ensure continuity of service and seamless patient access. Support providers and clinic operations by managing canceled clinic requests, facilitating timely rescheduling, and minimizing disruptions to care. Ensure all scheduled appointments are accurate, appropriately assigned, and aligned with provider scheduling protocols to promote an optimal patient and provider experience. Collaborate with team members to maintain workflow efficiency, support departmental goals, and deliver high-quality service to patients and colleagues.
• Insurance, Authorization, Registration, and Billing Support
  • Accurately process and document information required for insurance verification, registration, and billing in the Electronic Medical Record (EMR) system.
  • Verify insurance eligibility, authorizations, participating insurance plans, and requirements using available resource tools and the Managed Care Manual.
  • Inform callers when authorization is required at the time an appointment is scheduled.
  • Communicate financial responsibility due at the time of service, offer advance collection when appropriate, and ensure accurate daily cash reconciliation.
  • Refer patients to Financial Advocates when financial assistance is needed.
• Documentation, Follow-Up, and Workflow Management
  • Accurately document patient account notes to communicate pertinent information to clinic, registration, authorization, family financial, and billing departments.
  • Request medical records when necessary.
  • Review work queues daily, make corrections, and escalate concerns to leadership as needed.
  • Respond to and complete staff messages.
  • Stay current on scheduling changes, insurance requirements, and applicable updates.
• Customer Service, Collaboration, and Professional Standards
  • Provide a smooth experience for internal and external customers through excellent customer service and effective communication.
  • Interact professionally with coworkers, clinic personnel, patients, physicians, and other departments.
  • Consistently achieve team metric standards and expectations.
  • Maintain strict confidentiality at all times.
  • Demonstrate reliability in daily work practices and a clear understanding of Nemours policies and procedures.
• Organizational Commitment and Continuous Improvement
  • Positively support the mission, vision, and values of Nemours.
  • Bring forward compliance or ethics concerns and recommendations for operational improvement.
  • Ensure successful adherence to organizational policies, procedures, and changes.
  • Perform additional miscellaneous duties and responsibilities as assigned by the employee’s supervisor.

Qualifications

• High School Diploma required.
• More than one year of customer service, medical office, or call center experience preferred.
• Healthcare front desk functions (registration, scheduling, and insurance verification) a plus
• NAHAM/CHAA certification preferred.

Schedule

• Monday through Friday from 9:30 a.m. to 6:00 p.m. Candidates should be flexible, as occasional schedule adjustments may be necessary to meet business needs.
• Initial training will be conducted in the office Monday through Friday from 8:00 a.m. to 5:00 p.m. and is expected to last approximately 2 to 6 weeks. Candidates must be available to travel to the office for training and shadowing and should expect to work onsite until they have successfully completed training and are able to work independently from home.

What We Offer

• 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.
• Licensure, CME and dues allowance
• 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.

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