Patient Service Associate

Albany Medical Center•Albany, NY

2d•$46,215 - $60,080

About The Position

The Patient Service Associate in the HBD - Medicine Gastroenterology department coordinates patient registration and appointment scheduling for complex patients. The role updates registration, scheduling, and insurance information; handles patient-facing interactions and telephone calls across multiple systems; and supports the clinical workflow. Responsibilities also include preparing disability and out-of-work or school paperwork, discussing financial obligations, explaining regulatory forms, and answering questions. The associate communicates professionally with patients, providers, the clinical care team, insurance companies, and other parties. The role supports a positive patient experience, patient and employee safety, and departmental and hospital plans, policies, procedures, and initiatives. It requires protecting sensitive and regulated information according to applicable laws and Albany Med policies, including limiting access and disclosure to the minimum necessary. This is a day-shift role with a stated salary range of $46,215.00–$60,080.00.

Requirements

High school diploma or GED required.
Excellent customer service skills.
Ability to multitask in a high-patient-volume 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 ability, including escalating issues as 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.
Experience using an electronic health record and Microsoft Office.

Responsibilities

Register patients, update insurance information, and coordinate appointment scheduling.
Maintain patient records in the electronic medical record through registration and scanning functionality.
Obtain proper consents for patients who are wards of the state and work with facilities to obtain consents from patient proxies.
Follow payer requirements for referrals and authorizations within the assigned specialty.
Schedule follow-up appointments, referrals, and prior authorizations as needed.
Communicate professionally and promptly with providers, patients, the clinical care team, insurance companies, and other parties.
Answer incoming phone calls and direct them to appropriate team members.
Adhere to the established dress code and convey a professional image.
Complete registration and scheduling for complex patients and update system registration, scheduling, and insurance information.
Prepare patient disability and out-of-work or school paperwork.
Discuss financial obligations, explain regulatory forms, and answer questions.
Use multiple systems during patient interactions and telephone calls to complete accurate registration and support clinical workflows.
Support departmental expectations, plans, policies, procedures, and initiatives, and represent the ideals and principles of Albany Medical Center and its departments.
Promote an optimal patient experience and patient and employee safety; promote a safe environment, promptly report issues, and understand patient safety goals.
Protect sensitive information by following need-to-know and minimum-necessary access and disclosure practices and applicable Albany Med policies.