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 works with patients, physicians, nursing professionals, and YM/NEMG to accurately sequence complex physician and surgery schedules. Responsibilities include coordinating operating rooms, surgeons’ schedules, equipment, and assistants; providing pre- and post-operative information; and communicating with patients or referring physician offices to confirm required instructions, preparations, and laboratory tests are complete. The specialist also coordinates multiple patient appointments and manages patient and insurance demographics to support appropriate reimbursement. The position requires careful attention to detail, specificity, and accuracy in scheduling and supporting documentation, along with patient sensitivity and compassion. The specialist represents YNHHS Service Excellence and follows the Standards of Professional Behavior. The role performs statistical and quality-assurance functions, helps develop and implement procedures to improve departmental operations, and works independently under limited supervision, using judgment and creativity to manage complex scheduling and support 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 achieve patient satisfaction.
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 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 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.

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 working knowledge of Epic to schedule complex and time-sensitive appointment types.
Manage process changes while maintaining productivity standards and supporting patients and clinicians.
Collaborate with the Supervisor or Manager to support other outpatient service departments and provide coverage as needed.
Independently optimize time related to patient appointment scheduling.
Deliver service excellence in accordance with Health System Standards of Professional Behavior.
Support smooth processes and a positive patient experience by acknowledging and receiving patients and visitors in accordance with YNHHS standards.
Review and update training materials as needed and provide training to other staff members.
Perform other duties as assigned by Management.