Pre-Service Specialist I

Albany Medical Center•Albany, NY

13d•$46,215 - $60,080

About The Position

The Pre-Service Specialist I works in the Patient Engagement Center and coordinates patient registration and appointment scheduling, including for complex patients. The role updates registration, scheduling, and insurance information; uses electronic medical record and other systems to maintain records and support clinical workflows; and schedules follow-up visits, referrals, and prior authorizations as needed. The specialist explains financial obligations and regulatory forms, answers patient questions, and prepares disability and out-of-work or school paperwork. The position requires professional, timely communication with patients, providers, clinical care teams, insurance companies, and other parties. Duties include answering and directing incoming calls, handling consent requirements for patients who are wards of the state or represented by proxies, and following payer requirements for referrals and authorizations. The specialist supports department and hospital policies and initiatives, promotes patient and employee safety, protects sensitive information, and works to provide an optimal patient experience.

Requirements

High school diploma or GED.
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 and coordinate appointment scheduling, including for complex patients.
Update registration, scheduling, and insurance information in relevant systems.
Use the electronic medical record and scanning functionality to maintain patient records.
Schedule follow-up appointments and arrange referrals and prior authorizations as needed.
Prepare patient disability and out-of-work or school paperwork.
Discuss financial obligations, explain regulatory forms, and answer related questions.
Work across multiple systems during patient-facing interactions and telephone calls to complete accurate registration and support clinical workflows.
Provide appropriate 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.
Communicate professionally and promptly with providers, patients, clinical care teams, 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.
Support departmental plans, policies, procedures, and initiatives, and represent Albany Med and its affiliated practices, hospital, and center.
Exemplify Albany Med CARES guiding principles and promote an optimal patient experience.
Promote patient and employee safety, maintain a safe environment, report issues promptly, and understand patient safety goals.
Protect sensitive information by limiting access and use to what is necessary and preventing unauthorized access or modification.