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About the Role
HSS is a leading hospital for orthopedics and rheumatology, seeking exceptional talent to join their innovative, supportive, and inclusive environment. This role offers abundant opportunities for growth and success within a team committed to the organization's mission.
Responsibilities
- Answers phones and greets patients courteously, clearly, and efficiently.
- Demonstrates a professional demeanor, empathy, discretion, and respect in all patient interactions.
- Ensures timely internal/external communication via phone, email, or in-person regarding appointments, instructions, and follow-ups.
- Handles patient concerns calmly and appropriately escalates concerns to administrative manager or clinical staff when necessary.
- Schedules new, follow-up, and post-op visits, as well as ancillary tests, accurately and on time.
- Books surgeries in EPIC and surgical calendar, allowing sufficient time for authorizations and pre-surgical requirements.
- Pays extensive attention to detail when entering surgery in Epic based on the provider’s instruction and patient’s chart.
- Coordinates referral processes with accuracy and urgency.
- Confirms appointments via phone, email or Epic with accuracy and completeness.
- Provides clear instructions to patients regarding procedures, preparation, and follow-up.
- Notifies all necessary departments and services of schedule changes promptly.
- Manages check-out processes accurately, facilitating time of service payments from patients, including copayment and outstanding balance collections.
- Obtains authorizations and/or follows up with appropriate teams on the status through completion.
- Ensures all information is collected from patients, including required medical documentation, is complete and filed before surgery to ensure timely billing.
- Processes admitting orders and pre-surgical screening forms accurately.
- Uses appropriate written communication when documenting in patient charts, and interacting with physician and other clinical teams.
- Accurately scans patient records per hospital guidelines.
- Proficient in the use of electronic medical records systems (e.g., Epic) and navigates scheduling, billing, and Microsoft Office software with competence.
- Operates phones system, scanners, copiers, printers, and other front-desk technology efficiently.
- Learns and adapts to new systems, policies and technologies relevant to office operations.
- Applies knowledge of orthopedic conditions and surgical protocols relevant to assigned services.
- Maintains up-to-date knowledge of scheduling processes, insurance requirements, and documentation standards.
- Prioritizes tasks, including urgent requests and adapts to last-minute surgical add-ons.
- Manages workload efficiently to meet patient needs, and departmental goals such as call answer rates.
- Takes initiative to resolve issues and assist colleagues.
- Adapts to workflow changes and supports team productivity.
- Fulfills a lead role in the office when covering for Office Manager during time off.
- Demonstrates accountability in job duties.
Requirements
- Demonstrates critical thinking to identify challenges impacting work and recommends solutions.
- Takes measurable action to change, learn, and grow.
- Communicates in a clear and organized manner that achieves desired results.
- Speaks and writes professionally and respectfully.
- Listens actively and empathetically.
- Understands how one's work connects and intersects with other team member’s work and HSS’ goals.
- Actively works with others and engages in dialogue when differences exist.
- Is open to receiving feedback.
- Shares ideas and points of view.
- Volunteers to take on stretch assignments and/or additional responsibilities identified by and/or with manager.
- Cares about the mission of HSS.
- Is an active participant in meetings and interactions with colleagues and/or patients.
- Demonstrates a desire to learn and grow.
- Understands how behavior and attitude impact the broader team and acts in a way that supports the culture and team’s engagement.
- Respects and holds self and/or others accountable to following HSS Policies and Code of Conduct.
- Proficient in the use of electronic medical records systems (e.g., Epic) and navigates scheduling, billing, and Microsoft Office software with competence.
- Operates phones system, scanners, copiers, printers, and other front-desk technology efficiently.
- Learns and adapts to new systems, policies and technologies relevant to office operations.
- Applies knowledge of orthopedic conditions and surgical protocols relevant to assigned services.
- Maintains up-to-date knowledge of scheduling processes, insurance requirements, and documentation standards.
- Prioritizes tasks, including urgent requests and adapts to last-minute surgical add-ons.
- Manages workload efficiently to meet patient needs, and departmental goals such as call answer rates.
- Takes initiative to resolve issues and assist colleagues.
- Adapts to workflow changes and supports team productivity.
- Fulfills a lead role in the office when covering for Office Manager during time off.
- Demonstrates accountability in job duties.
Skills
- Critical thinking
- Communication
- Collaboration
- Empowerment
- Engagement
- Adherence to HSS Policies
- Patient Service & Communication Skills
- Scheduling & Coordination
- Billing/Chart Documentation
- Technical, Systems & Job Proficiency
- Office Workflow and Operational Efficiency
Work Type
- Regular Full time
Salary/Compensations
- $27.47 - $41.90
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 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.
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.
- Consistent with this commitment, 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.