Patient Financial Access Specialist ED

Yale New Haven Health•Greenwich, 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 process visits promptly. The specialist provides customer service in accordance with hospital standards of Professional Behaviors and remains composed during emotionally 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 copayments and deductibles, initiates funding referrals when appropriate, and obtains required financial documentation. The role collaborates with other departments and specialized protocol teams, processes inpatient bookings, escorts patients to treatment locations when applicable, and manages visitor passes at hospital access points. The specialist also maintains proficiency in emergency preparedness, incident planning, and downtime procedures.

Requirements

High school diploma or GED required.
Two to three years of work experience in a customer service environment; experience in a medical office or hospital setting is preferred, particularly in registration or scheduling, third-party insurance verification, and financial clearance involving medical insurance and eligibility.
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 individuals, including clinical staff.
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 instruction to staff and other hospital areas.
Effective written and oral communication skills, including the ability to communicate complex requirements across clinical and financial disciplines.
Ability to maintain composure and provide effective service in an emotionally intense emergency setting.

Nice To Haves

Associate degree.
Experience in a medical office or hospital setting, especially with registration or scheduling, third-party insurance verification, and financial clearance involving medical insurance and eligibility.

Responsibilities

Obtain and accurately record patient demographic information in the Electronic Medical Record (EMR), following Patient Identity/Red Flag procedures.
Identify patients during arrival, print identification labels, place ID bands, obtain digital patient photos, and provide MyChart activation information when applicable.
Obtain and verify billing and insurance information, complete insurance entry, and initiate financial documentation for self-pay accounts.
Present applicable financial documents for signature, collect copayments and deductibles, and explain benefits.
Manage the ED Track Board, registration workflow, work queues, and patient flow; maintain accurate, real-time registration status.
Maintain proficiency in emergency preparedness, incident planning, and downtime procedures.
Process inpatient bookings, including direct admissions and maternity bookings, and provide directions for scheduled appointments.
Escort patients to treatment areas when applicable, including by walking or wheelchair.
Manage visitor volume and produce visitation passes in accordance with visitor-pass restrictions.
Maintain required system and web-application login codes.
Provide customer service to patients, families, physicians, and visitors in accordance with department protocols and YNHHS Standards of Professional Behaviors.
Multitask and perform non-traditional ED registration assignments, including processing Cath Lab arrivals.
Collaborate with departments and specialized teams, including trauma, stroke, cardiac, morgue, and blood draw station teams.
Provide training or in-service support to staff and other hospital areas.