Patient Access Specialist I

Hospital for Special Surgery

11d•$33 - $37

About The Position

The Patient Access Specialist I supports patients and visitors throughout their access to care by providing courteous, compassionate, and professional service in person and by telephone. The role schedules, pre-registers, and registers patients using Epic; verifies and updates patient information; processes required documentation; and completes routine benefit verification and financial transactions. The specialist also supports patient flow, including coordinating bed assignments for postoperative surgical patients and emergency admissions as assigned. The role follows established procedures, quality standards, confidentiality practices, and escalation pathways while developing proficiency in Patient Access responsibilities.

Responsibilities

Provide professional, welcoming service to patients, families, visitors, physicians, staff, and other customers in person and by telephone.
Listen actively, communicate clearly, manage expectations, and address routine questions or concerns within the role's scope.
Protect patient privacy and handle sensitive information discreetly.
Serve as a Greeter at Welcome kiosk locations as assigned and direct patients and visitors to appropriate destinations or resources.
Schedule, pre-register, and register patients in person and by phone using Epic and established workflows.
Interview patients and enter, validate, and update demographics, contact information, guarantor details, personal information, and medical history.
Confirm appointment and registration information, identify missing or inconsistent data, and correct routine discrepancies before service.
Collect, review, and scan identification, insurance cards, consent forms, third-party liability documents, advance care plans, and other required records.
Resolve patient checklists, registration-related workqueue encounters, and assigned follow-up items within established expectations.
Seek guidance when scheduling or registration circumstances fall outside established procedures or need additional review.
Complete electronic and/or telephone benefit verification and document coverage information in the patient record.
Identify participating and non-participating insurance coverage, address routine benefit and eligibility questions using established procedures, and escalate complex or unresolved questions.
Communicate routine insurance, registration, and financial responsibility information clearly and respectfully.
Collect and accurately document copayments, out-of-pocket payments, and past-due or previous balances according to established procedures.
Collaborate with interdisciplinary team members to support efficient patient flow and a coordinated patient experience.
Coordinate bed assignments for postoperative surgical patients and emergency admissions as assigned.
Communicate patient status updates and unresolved access issues to appropriate clinical or operational partners to minimize delays.
Follow patient-flow procedures and seek guidance when circumstances require additional judgment or intervention.
Complete assigned Patient Access duties while developing proficiency and meeting productivity, accuracy, quality, and service expectations.
Follow departmental policies, standard work, documentation requirements, and escalation pathways.
Review work for completeness and accuracy, promptly correct identified errors, and seek guidance on issues outside standard procedures.
Use Epic, workqueues, office automation tools, and other assigned technology efficiently and responsibly.
Participate in training, huddles, competency development, and process improvement activities.
Accept coaching and apply feedback to improve knowledge, accuracy, productivity, and service performance.