PFAS Specialist ED

Yale New Haven Health•New Haven, CT

About The Position

The Patient Financial Access Specialist-ED is responsible for patient registration functions and processes in YNHH Emergency Department locations and admitting areas. The role uses effective communication and technology to assess and balance patient volume in acute and non-acute environments and support timely processing of visits. It provides customer service in accordance with hospital professional behavior standards, including maintaining composure in intense emergency situations. The specialist obtains and updates patient demographics, follows Patient Identity/Red Flag procedures, verifies insurance eligibility, enters insurance information accurately, identifies and collects applicable co-payments or deductibles, and obtains required financial documentation. When applicable, the specialist initiates funding referrals. The role works with other departments and specialized teams, processes inpatient bookings, escorts patients to treatment locations when needed, manages visitor passes, and maintains proficiency in emergency incident planning and downtime procedures.

Requirements

High school diploma or GED required.
Two to three years of work experience in a customer service environment preferred, preferably in a medical office or hospital setting, with emphasis on registration and/or scheduling, third-party insurance verification, and financial clearance involving 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 fluctuations 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 support to staff and other 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 preferred.
Customer service work experience in a medical office or hospital setting, particularly in registration or scheduling, third-party insurance verification, and financial clearance, is preferred.

Responsibilities

Obtain and accurately record patient demographic information in the Electronic Medical Record for clinical and financial use.
Follow Patient Identity/Red Flag procedures during patient arrival and interviews; print identification labels, place ID bands, and obtain a digital photo for the EMR when applicable.
Provide patients with information or an activation code for the MyChart application.
Obtain and verify accurate billing and insurance information, including electronic insurance eligibility verification and accurate entry of third-party payer details.
Initiate financial documentation for true self-pay accounts, present applicable financial documents for signature, collect due co-payments and deductibles, and explain benefits.
Manage the ED Track Board, registration columns, tabs, work queues, and patient flow; share equally in registrations and support emergency downtime and incident-planning procedures.
Process inpatient bookings, including direct admissions and maternity bookings, and provide directions to scheduled appointments and hospital departments.
Escort patients to treatment areas, walking or by wheelchair, when applicable.
Manage visitor volume and produce visitation passes in accordance with visitor-pass restrictions.
Maintain active system and web-application login codes.
Provide customer service to patients, families, physicians, and visitors in accordance with department protocols and YNHHS professional behavior standards.
Multitask and perform non-traditional registration assignments in the emergency department, including processing Cath Lab arrivals.
Participate with other departments and specialized protocol teams, including trauma, stroke, cardiac, morgue, and blood draw station teams.
Provide training or in-service support to other staff and areas within the department and hospital.