Patient Access Specialist I

Hospital for Special Surgery•Paramus, NJ

About The Position

The Patient Access Specialist I is a developing-level, patient-facing customer service professional who supports patient access through scheduling, pre-registration, registration, and financial clearance activities. The role captures patient and insurance information, explains registration and payment requirements, and helps patients navigate access processes in person and by phone using Epic. Working with clinical, administrative, and revenue cycle partners, the specialist supports timely patient flow and resolves routine access barriers within the assigned functional area. The position performs standardized Patient Access activities according to established workflows and procedures, while meeting productivity, accuracy, quality, confidentiality, compliance, and service expectations. The specialist develops proficiency through training, competency development, and hands-on experience, and is expected to recognize situations outside established procedures, seek guidance, and use defined escalation pathways.

Responsibilities

Provide courteous, compassionate, and professional service to patients, families, visitors, physicians, staff, and other customers in person and by telephone.
Create a welcoming experience by listening actively, communicating clearly, managing expectations, and addressing 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 when 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 demographic, contact, guarantor, personal, and medical history information.
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 documents into the appropriate record.
Resolve patient checklists, registration-related workqueue encounters, and assigned follow-up items within established expectations.
Seek guidance when registration or scheduling circumstances are outside established procedures or require additional review.
Complete electronic or telephone benefit verification and document coverage information accurately in the patient record.
Identify participating and non-participating insurance coverage, follow procedures for routine benefit and eligibility questions, and escalate complex or unresolved coverage questions.
Communicate routine insurance, registration, and patient 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 when assigned.
Communicate patient status updates and unresolved access issues to appropriate clinical or operational partners to minimize delays.
Follow procedures for patient flow activities and seek guidance when circumstances require additional judgment or intervention.
Complete assigned Patient Access responsibilities 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.
Be receptive to coaching and apply feedback to improve knowledge, accuracy, productivity, and service performance.