Patient Access Specialist

How you move is why we’re here. Get back to what you need and love to do. HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive, and inclusive environment.

About the role

Greet and assist patients as they arrive. The PAS works with interdisciplinary team members in the management of patient flow. The PAS spends most of the day completing repetitive core PAS tasks for one functional area and meets standard productivity and quality expectations set forth by the department.

• Adhere to privacy and security regulations (HIPAA) when handling patient information.
• Complete patient check-in by collecting, verifying, and scanning legal IDs and insurance cards; accurately enter demographics and insurance; coordinate benefits; determine participating and non-participating insurance coverage; explain financial responsibilities and discuss payment options with patients; facilitate completion of all necessary patient forms; collect third-party liability or worker’s compensation documents; collect co-pays when appropriate; resolve patient checklists.
• Enroll and activate patient portal accounts; escalate any issues in accordance with established process.
• Handle inquiries and provide information to patients and their families.
• Complete the patient check-out including scheduling appointments, tests, or procedures while accurately documenting in appointment notes; collect out-of-pocket payments due at the end of the visit; provide patients with a summary of visit and future itinerary; ensure patient has everything needed before leaving the visit.
• Conduct rounds as needed to ensure patients are checked in and visitors in the waiting area are comfortable.
• Resolve any issues related to patient registration.
• Assist physician practices with administrative aspects of patient care.
• Daily tasks may also include coverage of similar functions in other department areas, assist with chart preparation, scan documents, transcribe MD orders, RightFax, HSS Florida shared email, work queues, obtain electronic and/or phone benefit verifications, and other PAS functions as appropriate.
• Answer patient phone calls, manage remaining inquiries, and appropriately triage the rest, ensuring proper documentation in the patient record.
• Cross-trained to independently staff all Patient Access areas including Greeter, Call Center, and Physical Therapy.

Requirements

• Two years in a healthcare or related customer service field.
• A high school diploma or equivalent (G.E.D.), may include specialized or vocational courses.
• Strong computer skills, with proficiency in office automated tools.
• Effective communicator with all levels of staff, patients, and customers.
• Ability to respond positively to fluctuations in patient flow.
• Exceptional customer service skills.
• Superior written and oral communication skills.
• Ability to maintain a positive attitude towards assignments and others in a fast-paced environment.
• Capacity to multitask and prioritize in the ever-changing environment of healthcare.
• Ability to work collaboratively with others.
• Respect for information confidentiality.
• Ability to show initiative, good judgment, and resourcefulness.
• Familiarity with medical terminology and insurance.

Qualifications

• Associates degree preferred.
• Certifications/licensure preferred.
• Knowledge of medical terminology preferred.
• Self-directed, motivated, resourceful, demonstrates initiative.
• Experienced user of MS Office Suite applications: Word, Excel, Outlook.

Physical Working Conditions

• Sitting in the same location or standing/walking; required to stoop, climb, or lift light material (10 to 20 lbs.) or equipment.
• Comfortable indoor area.
• OSHA Category 1: Tasks that involve exposure to blood, body fluids, tissues, and other potentially infectious materials.

Accountabilities

• Uphold Standards/Expectations of HSS Staff: Prioritize assignments, demonstrate ability to prioritize, manage time, and maximize productivity.
• Support Department Activities: Be dependable and reliable with coworkers and independent work.
• Plan and Organize: Support department goals and objectives.
• Uphold HSS Professional/Clinical Standards – General (Communication): Initiate and maintain open, direct, and effective documented and verbal communication with colleagues/medical staff and all members of the department as applicable. Respond to emails and communications/messages as soon as possible in a professional manner with compassion and understanding.

Emp Status: Regular Full Time
Work Shift: Day (United States of America)