Patient Service Associate

Albany Medical Center • Albany, NY

1d • Onsite

About The Position

The Patient Service Associate is responsible for initiating the surgical booking process, compiling necessary surgical packets, preparing patient disability and out-of-work/school paperwork, and updating the system with registration, scheduling, and insurance information. This role involves discussing financial obligations, explaining regulatory forms, and answering patient questions. The associate works with multiple systems during patient interactions and phone calls to ensure accurate registration and support clinical workflow. They must understand and support the practice and hospital's strategic plan, policies, procedures, and initiatives, representing Albany Medical Center and upholding its ideals and principles. A key aspect of this role is championing an optimal patient experience and promoting patient and employee safety.

Requirements

• High School Diploma/G.E.D.
• Excellent customer service skills.
• Ability to multi-task in a high patient volume unit.
• Ability to learn and utilize resources.
• Strong time management skills.
• Ability to review information and draw appropriate conclusions.
• Good judgement and ability to problem solve; escalate issues as needed.
• Strong teamwork skills and work ethic.
• Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties.
• Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose.
• Reasonable efforts, consistent with Albany Medical Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Nice To Haves

• 2-3 years office experience or one year of related experience in a medical practice.
• Experience using an electronic health record and Microsoft Office.

Responsibilities

• Greet patients in a prompt, courteous and professional manner.
• Interact with a diverse patient population.
• Initiate surgical booking process as instructed by physician via flow sheet or surgical task.
• Compile surgical packets for booking, which may include a booking sheet, check list, pre-op orders, consent form, pre-admission form, and prior authorization, with potential variances based on physician preference, patient age, and location of surgery.
• Ensure consents are complete in coordination with the surgeon.
• Obtain release of information to complete disability/FMLA paperwork and 'Out of Work/School' notes, working with nursing staff for clarification if needed.
• Be knowledgeable with state and government agencies to provide proper consents for patients who are wards of the state, and work with facilities to obtain proper consents from patient proxies.
• Schedule pre-surgical appointments for patients needing clearance and ensure clearances are sent to the appropriate places.
• Communicate timely with all parties, including surgeon, patient, operating room, and insurance company, to confirm the date of surgery and ensure all appropriate surgical clearances are obtained.
• Coordinate OR time/date with equipment rep, if needed.
• Convey a professional image by adhering to the established dress code.
• Update the system with registration, scheduling, and insurance information.
• Discuss financial obligation and explain regulatory forms, as well as answer patient questions.
• Work in multiple systems during patient-facing interactions and telephone call receipts to complete accurate registration and to support the clinical workflow.
• Understand the practice and hospital strategic plan.
• Support plans, policy and procedures, and initiatives within the scope of their department's expectations and role.
• Represent Albany Medical Center and support the ideals and principles of their department, the Practice, the Hospital, and the Center.
• Exemplify Albany Med CARES guiding principles.
• Be a champion to ensure an optimal patient experience.
• Understand and promote patient and employee safety as the top priority.
• Promote a safe environment and promptly report issues.
• Understand patient safety goals.

Benefits

• Excellent health care coverage with no copay at Albany Medical Center providers
• A wide array of services and programs to support emotional, physical, and mental wellbeing

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees