Patient Access Specialist

Hospital for Special Surgery • New York, NY

6d

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 through training, competency development, and hands-on experience, and is expected to recognize situations outside established procedures, seek guidance, and use defined escalation pathways for 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 scope of the role.
• 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 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 are 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.
• 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 established 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 established 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 that support consistent workflows and patient service.
• Be receptive to coaching and apply feedback to improve knowledge, accuracy, productivity, and service performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed