Patient Access Specialist

Hospital for Special Surgery•Stamford, CT

1d•$33 - $37

About The Position

The Patient Access Specialist (PAS) I is a highly visible, patient-facing customer service professional who supports a seamless patient 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 in accordance with 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 seek guidance and use established escalation pathways when situations fall outside standard procedures. This is a regular part-time position at Hospital for Special Surgery. The listed base pay scale is $33.20–$36.94; the finalist’s salary will be determined based on factors including scope of role, experience, education, accomplishments, internal equity, and budget, and is subject to Fair Market Value evaluation. The role is eligible for additional benefits consistent with the position.

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 in accordance with confidentiality practices.
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 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 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 in accordance with 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 procedures for patient flow coordination 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 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.