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About the Role

The Patient Access Specialist (PAS) I is a patient-facing customer service professional responsible for supporting a seamless access experience across scheduling, pre-registration, registration, and financial clearance activities. This developing-level role performs standardized Patient Access activities in accordance with established workflows and procedures while consistently meeting productivity, accuracy, quality, confidentiality, compliance, and service expectations.

Responsibilities

Provide courteous, compassionate, and professional service to patients, families, visitors, physicians, staff, and other customers across in-person and telephone interactions.
Create a welcoming experience by actively listening, communicating clearly, managing expectations, and addressing routine questions or concerns within the scope of the role.
Protect patient privacy and handle sensitive information with discretion in accordance with established confidentiality practices.
Serve as a Greeter at Welcome kiosk locations, as assigned, and direct patients and visitors to the appropriate destination or resource.
Schedule, pre-register, and register patients in person and by phone using Epic, following established scheduling and registration workflows.
Interview patients and accurately enter, validate, and update demographics, contact information, guarantor details, personal information, and medical history.
Confirm appointment and registration information, identify missing or inconsistent data, and take appropriate steps to correct routine discrepancies before service.
Collect, review, and scan legal identification, insurance cards, signed consent forms, third-party liability documents, advance care plans, and other required documentation into the appropriate record.
Resolve patient checklists, registration-related workqueue encounters, and assigned follow-up items within established expectations.
Seek guidance when registration or scheduling circumstances fall outside established procedures or require additional review.
Complete electronic and/or telephone benefit verification and document coverage information accurately in the patient record.
Identify participating and non-participating insurance coverage and follow established procedures for routine benefit and eligibility questions.
Escalate complex or unresolved coverage questions through established channels.
Communicate routine insurance, registration, and patient financial responsibility information in a clear and respectful manner.
Collect and accurately document copayments, out-of-pocket payments, and past-due or previous balances in accordance with established procedures.
Collaborate with interdisciplinary team members to support efficient patient flow and a coordinated patient experience.
Manage bed placement activities by coordinating bed assignments for postoperative surgical patients and emergency admissions, as assigned.
Communicate patient status updates and unresolved access issues to the appropriate clinical or operational partner to minimize delays.
Follow established procedures when coordinating patient flow activities and seek guidance when circumstances require additional judgment or intervention.
Complete assigned Patient Access responsibilities while developing proficiency and meeting established productivity, accuracy, quality, and service expectations.
Follow departmental policies, standard work, documentation requirements, and established escalation pathways when completing assigned activities.
Review work for completeness and accuracy, correct identified errors promptly, and seek guidance when issues fall outside standard procedures.
Use Epic, workqueues, office automation tools, and other assigned technology efficiently and responsibly.
Participate in training, huddles, competency development, and process improvement activities that support consistent workflows and patient service.
Demonstrate receptiveness to coaching and apply feedback to improve knowledge, accuracy, productivity, and service performance.

Requirements

Accurately captures patient and insurance information.
Explains registration and payment requirements.
Helps patients navigate access-related processes in person and by phone using the Epic system.
Supports timely patient flow and resolves routine access barriers within the assigned functional area.
Develops proficiency in core Patient Access functions through training, competency development, and hands-on experience.
Recognizes situations that fall outside established procedures, seeks appropriate guidance, and uses defined escalation pathways to support accurate and timely resolution.

Skills

Customer service
Epic system
Communication
Active listening
Confidentiality
Benefit verification
Patient registration
Scheduling
Financial clearance

Location

United States of America

Work Type

Regular Full time
Day shift

Experience Level

Developing-level role

Salary/Compensations

$33.20 - $36.94

Benefits

Eligible for additional benefits consistent with the role.

About the Company

HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report.
As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation.
HSS is an innovative, supportive and inclusive environment.
Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Equal Opportunity

Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment.
Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.