Patient Access Specialist

Hospital for Special Surgery•New York, NY

7d•$33 - $37

About The Position

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

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 in accordance with established confidentiality practices.
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 accurately 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 legal identification, insurance cards, signed consent forms, third-party liability documents, advance care plans, and other required documentation 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 fall outside established procedures or require additional review.
Complete electronic and/or telephone benefit verification and accurately document coverage information in the patient record.
Identify participating and non-participating insurance coverage and follow established procedures for routine benefit and eligibility questions.
Escalate complex or unresolved coverage questions through established channels.
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.
Manage bed placement activities by coordinating bed assignments for postoperative surgical patients and emergency admissions, as assigned.
Communicate patient status updates and unresolved access issues to the appropriate clinical or operational partner to minimize delays.
Follow established procedures when coordinating patient flow activities and seek guidance when circumstances require additional judgment or intervention.
Complete assigned Patient Access responsibilities while developing proficiency and meeting established productivity, accuracy, quality, and service expectations.
Follow departmental policies, standard work, documentation requirements, and established escalation pathways.
Review work for completeness and accuracy, correct identified errors promptly, and seek guidance when issues fall 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.
Demonstrate receptiveness to coaching and apply feedback to improve knowledge, accuracy, productivity, and service performance.