Patient Financial Access Specialist CS - Yale New Haven Health

Overview:To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Patient Financial Access Specialist - Clinical Scheduling functions as the liaison between the referring physicianand the patient in managing appointment, procedure and surgery scheduling across multiple departments. Thisindividual works in collaboration with patients, physicians, nurse professionals and YM/NEMG in order to accuratelymanage and make decisions related to the sequencing of complex physician and surgery scheduling. Schedulespatients for surgery and coordinates operating rooms, schedules of surgeons, equipment and assistants needed forthe procedure. Is familiar with standard concepts, practices, and procedures within a particular field in order tocomply with scheduling requirements and distribute pre and post -operative information to patients. Communicatesdirectly with the patient and /or the referring physician office to ensure instructions, preparations or laboratory testrequirements prior to the procedure/appointment have been met. Coordinates multiple patient appointments andmanages patient and insurance demographics to ensure appropriate reimbursement for services provided. A majorfocus in completing these responsibilities will rely on the individual 's attention to detail, specificity and accuracy as itrelates to the surgery, the supporting documentation and an extraordinary level of patient sensitivity andcompassion. Position requires the individual to maintain a high awareness of Service Excellence representing 'I amYNHH' and exhibiting the Standards of Professional Behavior at all times and in all locations. Performs certainstatistical and QA functions to aid in the developing of new procedures and participates in the planning andimplementation of these to enhance the operating functions of the department. Works independently under limitedsupervision, requiring a certain degree of creativity and latitude in order to successfully navigate complex schedulingand ensure a positive patient experience.

EEO/AA/Disability/VeteranResponsibilities:

• 1. Patient Throughput: Ensures all required information is obtained from referring physicians and providers inclinical areas and provided to the third party payers to ensure reimbursement for services delivered within theoutpatient setting.
• 1.1 Accurately sequences complex procedures across multiple departments/locations.
• 2. Surgery Scheduling: Coordinates and supports tasks related to patient surgical scheduling.
• 2.1 Gathers booking sheets and consents from the clinic, completing them when necessary. Provides CPTcodes and documents surgical procedures prior to scheduling.
• 3. Utilizes a variety of software applications, reports and statistical data: Utilizes all applicable computersystems such as but not limited to Epic, OR at a Glance, One Line Eligibility to accomplish tasks and in theappropriate scheduling of the patient. Manages changes in process in order to service our patients andclinicians and always maintains high productivity standards.
• 3.1 Maintains a strong working knowledge of the Epic system with the ability to schedule complex and timesensitive appointment types.
• 4. Resource Management/Quality Assurance (QA): In collaboration with Supervisor/Manager, provides supportin other outpatient service departments and routinely provides coverage as necessary to maintain skill sets.
• 4.1 Independently optimizes time related to patient appointment scheduling.
• 5. Customer Service: Provides service excellence as outlined in the Health System Standards of ProfessionalBehavior.
• 5.1 Ensures smooth functioning of all processes in order to guarantee a positive patient experience byacknowledging and receiving patients and visitors to the department following the YNHHS Standards ofProfessional Behavior.
• 6. Performs other duties as assigned by Management.
• 6.1 As needed, reviews and updates all training materials and provides training to other staff members.

Qualifications:

EDUCATION

High school diploma or GED required. Associate degree preferred

EXPERIENCE

Two (2) to three (3) years' work experience in a customer service environment preferably in hospital /physician officewith high call volumes and low abandonment rates. Experience in maintaining and scheduling physician and testingservices while making decisions to ensure patient satisfaction is achieved.

LICENSURE

NA

SPECIAL SKILLS

Self-directed, well organized and exhibiting team oriented skills with the ability and desire to educate and advocatefor patients and their families. Must be able 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 in orderto meet the patient's needs. Basic understanding of medical terminology. Excellent investigative, critical thinkingand problem solving skills. Intermediate computer skills and the ability to adapt to various programs /systems.Demonstrated proficiency in understanding registration work queues that affect workflow. Must be able to providetraining or in-service to other staff and areas within the department and Hospital. Consistently demonstrateseffective written and oral communication skills in coordination with the Standards of Professional Behavior with theability to communicate complex requirements across clinical and financial disciplines.