Pt Financial Access Spec-CS

Yale New Haven Health•New Haven, CT

About The Position

The Patient Financial Access Specialist - Clinical Scheduling serves as a liaison between referring physicians and patients, managing appointment, procedure, and surgery scheduling across multiple departments. The specialist works with patients, physicians, nursing professionals, and YM/NEMG to accurately sequence complex physician and surgery scheduling. Responsibilities include scheduling surgeries and coordinating operating rooms, surgeon schedules, equipment, and procedure assistants; following standard practices and procedures; and distributing pre- and post-operative information to patients. The specialist communicates with patients and referring physician offices to confirm that instructions, preparations, and required laboratory tests have been completed. The role also coordinates multiple patient appointments and manages patient and insurance demographics to support appropriate reimbursement. It requires careful attention to detail and accuracy, sensitivity and compassion toward patients, and consistent representation of YNHH service excellence and professional behavior. The specialist performs statistical and quality assurance functions, helps develop and implement procedures, and works independently under limited supervision, using creativity and judgment to manage complex scheduling and support a positive patient experience.

Requirements

High school diploma or GED.
Two to three years of work experience in a customer service environment, preferably in a hospital or physician office with high call volumes and low abandonment rates.
Experience maintaining and scheduling physician and testing services while making decisions to ensure patient satisfaction.
Self-directed, well organized, and team-oriented, with the ability and desire to educate and advocate for patients and their families.
Ability to multitask and reprioritize in response to fluctuations in volume.
Strong interpersonal skills and ability to build rapport with a wide variety of people, including clinical staff.
Basic understanding of medical terminology.
Excellent investigative, critical-thinking, and problem-solving skills.
Intermediate computer skills and ability to adapt to various programs and systems.
Demonstrated proficiency in understanding registration work queues that affect workflow.
Ability to provide training or in-service sessions to staff in the department and hospital.
Effective written and oral communication skills, including the ability to communicate complex requirements across clinical and financial disciplines in alignment with Standards of Professional Behavior.

Nice To Haves

Associate degree.
Customer service experience in a hospital or physician office.

Responsibilities

Obtain required information from referring physicians and clinical providers and provide it to third-party payers to support reimbursement for outpatient services.
Accurately sequence complex procedures across multiple departments and locations.
Coordinate tasks related to patient surgical scheduling.
Gather booking sheets and consents from clinics, complete them when necessary, provide CPT codes, and document surgical procedures before scheduling.
Use applicable computer systems, reports, and statistical data—including Epic, OR at a Glance, and One Line Eligibility—to schedule patients appropriately.
Maintain a strong working knowledge of Epic and schedule complex, time-sensitive appointment types.
Manage process changes while maintaining productivity and serving patients and clinicians.
Provide support and coverage in other outpatient service departments in collaboration with a Supervisor or Manager, maintaining relevant skill sets.
Independently optimize time related to patient appointment scheduling.
Provide service excellence in accordance with Health System Standards of Professional Behavior.
Support smooth processes and a positive patient experience by acknowledging and receiving patients and visitors according to YNHHS standards.
Perform other duties assigned by Management.
Review and update training materials as needed and train other staff members.