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 role collaborates with patients, physicians, nursing professionals, and YM/NEMG to sequence complex physician and surgery schedules accurately. It coordinates operating rooms, surgeons’ schedules, equipment, and assistants needed for procedures, and distributes pre- and post-operative information to patients. The specialist communicates with patients and referring physician offices to confirm that procedure or appointment instructions, preparations, and laboratory requirements have been met. The role also coordinates multiple appointments and manages patient and insurance demographics to support appropriate reimbursement. The position requires accuracy, attention to detail, and patient sensitivity and compassion. The specialist is expected to represent YNHH service excellence and follow the Standards of Professional Behavior. The role performs statistical and quality-assurance functions, supports development and implementation of procedures, and works independently under limited supervision with creativity and latitude to manage complex scheduling and promote 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, 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 volume fluctuations.
Strong interpersonal skills and ability to build rapport with a wide range 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 different programs and systems.
Demonstrated proficiency in understanding registration work queues that affect workflow.
Ability to provide training or in-service to staff and other departmental or hospital areas.
Effective written and oral communication skills, including the ability to communicate complex requirements across clinical and financial disciplines.

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 and support patient surgical scheduling tasks.
Gather booking sheets and consents from clinics, completing 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 working knowledge of Epic to schedule complex and 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.
Optimize time independently in relation to patient appointment scheduling.
Deliver service excellence consistent with Health System Standards of Professional Behavior and support a positive patient experience by acknowledging and receiving patients and visitors.
Perform other duties assigned by Management.
Review and update training materials as needed and provide training to other staff members.