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 procedural assistants, and provides patients with pre- and post-operative information and instructions. The specialist communicates with patients and referring physician offices to confirm that required instructions, preparations, and laboratory testing are completed before procedures or appointments. The role also coordinates multiple appointments and manages patient and insurance demographics to support appropriate reimbursement. Accuracy, attention to detail, and sensitivity to patients are central to the work. The position represents YNHH’s Service Excellence and Standards of Professional Behavior, performs statistical and quality-assurance functions, and helps develop and implement procedures to improve departmental operations. The role works independently under limited supervision and requires creativity and latitude in navigating complex scheduling while supporting a positive patient experience.

Requirements

High school diploma or GED required.
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 achieve 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 changes in volume.
Strong interpersonal skills and ability to build rapport with a wide variety of individuals, 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 to staff and other areas within 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 preferred.
Customer service experience in a hospital or physician office is preferred.

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, 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 to schedule complex and time-sensitive appointment types.
Manage process changes while maintaining productivity and supporting patients and clinicians.
Provide support and coverage in other outpatient service departments in collaboration with the Supervisor or Manager.
Optimize time related to patient appointment scheduling.
Provide service excellence according to Health System Standards of Professional Behavior and acknowledge and receive patients and visitors in accordance with those standards.
Perform other duties assigned by Management.
Review and update training materials as needed and train other staff members.