Pt. Financial Access Specialist -Waterbury

Yale New Haven Health•Waterbury, CT

About The Position

The Patient Financial Access Specialist – OP performs Patient Financial Access Facilitator functions and supports complex scheduling across multiple outpatient service areas. The role uses effective communication and technology to accurately identify patients, follow Red Flag procedures, and obtain or update demographic and financial information in multiple computer systems to support timely processing of visits. The specialist serves as a liaison between physicians and patients for internal and external appointment and procedure scheduling. Working closely with patients, physicians, and nursing professionals, the role manages the sequencing of complex procedures, physician appointments, infusion and chemotherapy services, and other multifaceted services. The specialist communicates preparation, instruction, and laboratory-test requirements; coordinates multiple appointments; and manages patient and insurance demographics to support appropriate reimbursement. The position also assesses ordered exams for Medical Necessity and follows up when a Waiver or ABN is required, while aligning appointments with appropriate imaging and satellite locations. The role requires careful, accurate handling of procedures, appointments, chemotherapy, and supporting documentation, along with patient sensitivity and compassion. It performs statistical and quality-assurance functions; helps develop procedures; and participates in planning, implementing, and training staff on system improvements. The specialist represents YNHHS service excellence and may review and update training materials and train other staff.

Requirements

High school diploma or GED.
Two to three years of work experience in a customer service environment is preferred, preferably in a hospital or physician office with emphasis on registration, scheduling, medical insurance, and eligibility requirements.
Self-directed, well organized, and team oriented, with the ability and desire to educate and advocate for patients and families.
Ability to multitask and reprioritize in response to changes in volume.
Strong interpersonal skills and ability to build rapport with a wide variety of people, including clinical staff.
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 education 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.

Nice To Haves

Associate degree.
Customer service experience in a hospital or physician office, particularly involving registration, scheduling, medical insurance, and eligibility requirements.

Responsibilities

Obtain required information from referring physicians and clinical providers and provide it to third-party payers to support reimbursement for outpatient services.
Accurately schedule patient follow-up physician appointments in the appropriate scheduling system according to established guidelines.
Enter insurance information accurately and use eligibility and insurance websites to review eligibility, benefits, and copayments; document findings according to departmental policies.
Coordinate patient appointment scheduling and schedule complex, time-sensitive appointment types in Epic.
Support other outpatient service departments and provide coverage as needed to maintain skill sets.
Manage time effectively when scheduling patient appointments.
Provide service excellence and acknowledge and receive patients and visitors according to YNHHS Standards of Professional Behavior.
Work with clinical staff to maintain Epic templates and plan and create scheduling templates for different disciplines and locations.
Review and update training materials and train other staff members as needed.
Perform other duties assigned by management.
Obtain and update patient demographic and financial information using multiple computer systems.
Coordinate complex procedures, physician appointments, infusion and chemotherapy services, and other multifaceted appointments.
Communicate appointment and procedure instructions, preparation requirements, and laboratory-test requirements to patients or physician offices.
Assess ordered exams for Medical Necessity and follow up with patients or physician offices when a Waiver or ABN is required.
Align appointments with appropriate imaging and satellite locations across the system.
Perform statistical and quality-assurance functions and participate in developing and implementing system improvements.