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.
High school diploma or GED required. Associate degree preferred
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.
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.