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 physician and the patient in managing appointment, procedure and surgery scheduling across multiple departments. This individual works in collaboration with patients, physicians, nurse professionals and YM/NEMG in order to accurately manage and make decisions related to the sequencing of complex physician and surgery scheduling. Schedules patients for surgery and coordinates operating rooms, schedules of surgeons, equipment and assistants needed for the procedure. Is familiar with standard concepts, practices, and procedures within a particular field in order to comply with scheduling requirements and distribute pre and post -operative information to patients. Communicates directly with the patient and /or the referring physician office to ensure instructions, preparations or laboratory test requirements prior to the procedure/appointment have been met. Coordinates multiple patient appointments and manages patient and insurance demographics to ensure appropriate reimbursement for services provided. A major focus in completing these responsibilities will rely on the individual 's attention to detail, specificity and accuracy as it relates to the surgery, the supporting documentation and an extraordinary level of patient sensitivity and compassion. Position requires the individual to maintain a high awareness of Service Excellence representing 'I am YNHH' and exhibiting the Standards of Professional Behavior at all times and in all locations. Performs certain statistical and QA functions to aid in the developing of new procedures and participates in the planning and implementation of these to enhance the operating functions of the department. Works independently under limited supervision, requiring a certain degree of creativity and latitude in order to successfully navigate complex scheduling and ensure a positive patient experience.

EEO/AA/Disability/VeteranResponsibilities:

• 1. Patient Throughput: Ensures all required information is obtained from referring physicians and providers in clinical areas and provided to the third party payers to ensure reimbursement for services delivered within the outpatient 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 CPT codes and documents surgical procedures prior to scheduling.
• 3. Utilizes a variety of software applications, reports and statistical data: Utilizes all applicable computer systems such as but not limited to Epic, OR at a Glance, One Line Eligibility to accomplish tasks and in the appropriate scheduling of the patient. Manages changes in process in order to service our patients and clinicians and always maintains high productivity standards.
• 3.1 Maintains a strong working knowledge of the Epic system with the ability to schedule complex and time sensitive appointment types.
• 4. Resource Management/Quality Assurance (QA): In collaboration with Supervisor/Manager, provides support in 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 Professional Behavior.
• 5.1 Ensures smooth functioning of all processes in order to guarantee a positive patient experience by acknowledging and receiving patients and visitors to the department following the YNHHS Standards of Professional 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 office with high call volumes and low abandonment rates. Experience in maintaining and scheduling physician and testing services while making decisions to ensure patient satisfaction is achieved.

SPECIAL SKILLS

Self-directed, well organized and exhibiting team oriented skills with the ability and desire to educate and advocate for 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 order to meet the patient's needs. Basic understanding of medical terminology. Excellent investigative, critical thinking and 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 provide training or in-service to other staff and areas within the department and Hospital. Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional Behavior with the ability to communicate complex requirements across clinical and financial disciplines.