Patient Service Associate - Vascular

Albany Medical Center•Albany, NY

About The Position

The Patient Service Associate supports the Vascular Surgery department by coordinating patient registration and appointment scheduling, including for complex patients. The role updates registration, scheduling, and insurance information; works across multiple systems during patient-facing interactions and calls; and helps maintain accurate electronic medical records. It also supports the clinical workflow through follow-up scheduling, referrals, and prior authorizations, and assists patients with financial obligations and regulatory forms. The associate communicates professionally with patients, providers, clinical care teams, insurance companies, and other parties. The role promotes a positive patient experience and a safe environment, follows department policies and procedures, and represents Albany Med and its guiding principles. Access to sensitive patient and organizational information must follow applicable privacy laws and Albany Med policies, including need-to-know and minimum-necessary requirements.

Requirements

High school diploma or GED required.
Excellent customer service skills.
Ability to multitask in a high-volume patient unit.
Ability to learn and use available resources.
Strong time-management skills.
Ability to review information and draw appropriate conclusions.
Good judgment and problem-solving skills, including escalating issues when needed.
Strong teamwork skills and work ethic.

Nice To Haves

Two to three years of office experience, or one year of related experience in a medical practice, preferred.
Experience using an electronic health record and Microsoft Office is a plus.

Responsibilities

Register patients and update registration, scheduling, and insurance information.
Coordinate appointment scheduling, including follow-up appointments and complex patient scheduling.
Use the electronic medical record and scan functionality to maintain patient records.
Prepare patient disability and out-of-work or school paperwork.
Discuss financial obligations, explain regulatory forms, and answer patient questions.
Work in multiple systems during patient-facing interactions and telephone calls to support accurate registration and clinical workflows.
Provide appropriate consents for patients who are wards of the state and coordinate with facilities to obtain consent from patient proxies.
Follow payer requirements for referrals and authorizations within the assigned specialty; schedule referrals and obtain prior authorization as needed.
Communicate professionally and promptly with providers, patients, clinical care teams, insurance companies, and other parties.
Answer incoming calls and direct them to appropriate team members.
Adhere to the established dress code and convey a professional image.
Support departmental plans, policies, procedures, and initiatives, and represent Albany Medical Center and its principles.
Promote an optimal patient experience, patient and employee safety, and a safe environment; promptly report issues.
Protect sensitive information in accordance with need-to-know, minimum-necessary, and information-security requirements.