Access Specialist I - ED

Albany Medical Center•City of Albany, NY

12d•$46,215 - $60,080

About The Position

The Emergency Department Access Specialist I is a hybrid role combining Access Representative and Health Unit Coordinator responsibilities. The position requires working effectively in a high-pressure environment and rotating among assignments and disciplines within the Emergency Department as needed. These assignments include triage of walk-in patients, ED zone support, bedside registration, and EMS desk support. In triage, the specialist collects initial patient information and enters it into the ADT system, applies patient wristbands, obtains HIXNY consent signatures, and completes full registration when a patient is seen by a provider. Accurate patient identification is essential, including when patients lack identification. ED zone support includes answering and directing calls on a multi-line telephone, discharging patients through the medical record, and verifying laboratory specimens are appropriately bagged and labeled. Bedside registration involves collecting demographic and insurance information, obtaining regulatory consent forms and signatures, and collecting financial responsibility. EMS desk support includes receiving ambulance radio information and managing identification challenges and the UNKNOWN Patient policy and procedure. The specialist supports patient safety, registration and insurance verification, timely clinical workflows, patient discharge, and compliance with EMTALA regulations. The role also manages ED workflows during scheduled or unscheduled system downtime and follows applicable downtime procedures. Duties require collaboration with patients, clinical staff, EMS agencies, law enforcement, and correctional facilities. The position may involve access to sensitive patient and organizational information, which must be used and protected according to applicable laws and Albany Med policies.

Requirements

High school diploma or GED required.
Ability to maintain composure in a high-stress environment and manage pressure in a high-intensity, high-volume unit.
Ability to multitask in stressful situations.
Good judgment, resourcefulness, and problem-solving ability, including escalating issues as needed.
Ability to manage contained blood, urine, and other bodily fluids.
Ability to use a multi-line telephone system; paging is required.
Ability to push and pull a 35–50 lb WOW.
Ability to stand for long periods.
Ability to communicate effectively and work with diverse populations, including critically injured, mentally disturbed, or belligerent individuals.
Patient-centric customer service, conflict management, team-oriented support, adaptability, and social and emotional intelligence.

Nice To Haves

Associate’s degree preferred.
One to three years of customer service experience or experience in a hospital or clinic setting preferred.
Equivalent combinations of relevant education and experience may be substituted as appropriate.

Responsibilities

Accurately identify patients in the ADT system, including in stressful circumstances and when patients have no identification.
Triage walk-in patients by collecting initial information, entering it into the ADT system, applying wristbands, and obtaining HIXNY consent signatures.
Complete full patient registration when a triaged patient is seen by a provider, including general consent and collection of financial responsibility.
Register patients at bedside by collecting demographic and insurance information, obtaining regulatory forms and electronic signatures, collecting applicable financial responsibility, and gathering Medicare MSPQ information.
Identify and verify insurance plans, collect applicable copayments, and obtain additional information for No Fault or Worker’s Compensation cases.
Support key clinical measures and required timeframes, including chest-pain door-to-EKG notification.
Interact effectively with EMS agencies, law enforcement agencies, and correctional facilities.
Capture patient pharmacy information to support discharge by nurses and physicians.
Answer and manage multi-line telephone calls calmly, courteously, and respectfully; transfer calls and provide paging as needed.
Receive ambulance radio information and capture a brief patient description, age, chief complaint, vital signs, and ambulance agency.
Manage the ED Patient Tracker and complete assigned Access Specialist tasks.
Verify laboratory specimens are placed in hazardous bags for accurate labeling and ensure timely delivery to the laboratory.
Manage ED workflow during scheduled and unscheduled system downtimes and follow downtime procedures.
Maintain EMTALA regulations.
Rotate among ED assignments, including triage, zone support, bedside registration, and EMS desk duties.
Handle contained blood, urine, and other bodily fluids as required.
Protect sensitive patient and organizational information in accordance with applicable laws and organizational policies.