Job Summary: The Patient Access Specialist IV provides advanced support to the system-wide call center that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic services, physician referral/appointments, and general information on ColumbiaDoctors. This is a lead role that is responsible for supporting, guiding, and mentoring Patient Services Specialists I, II, and III to ensure quality assurance of all scheduling. The Patient Services Specialist IV is part of a team dedicated to enhancing patient experience by liaising with clinical departments to schedule multiple appointment services within the same day, tailored to patient preferences. This team delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of Service-Oriented, Trust, Empathy, Safety, Inclusion, and Communication. This role directly supports a comprehensive coordination of care strategy across 5 centers of clinical excellence in a regional multispecialty practice.
Job Responsibilities: - Schedules appointment requests. Utilizes existing tools to facilitate securing the right appointment with the right medical provider or team. Indicates special needs (e.g. special accommodation, interpreter, etc.)
- Create and manage detailed patient appointment itineraries, ensuring all necessary services are scheduled efficiently across multiple centers of clinical excellence. May include the coordination of scheduling into services managed by NewYork Presbyterian Hospital including but not limited to radiology and infusion
- Communicates insurance participation, financial responsibility (if applicable), and time of service policy to the patient population.
- Obtain patients' insurance and demographic information and ensure all obtained information is registered in EPIC. Accurately completes required tasks and fields in pre-registration to facilitate patient experience and streamline revenue collections.
- Resolves escalated insurance related cases. Conducts investigations, collects related information, and documents issues. Tracks and follows through for complete resolution. Makes recommendations to update/revise procedure or workflow as needed. Escalates complex issues and cases to appropriate management level for resolution if and when appropriate.
- Fosters a teamwork approach. Facilitates team discussions about complex patient scheduling needs. Helps identify solutions and takes ownership for resolving scheduling conflicts. Communicates with the management team and care providers to resolve scheduling issues. Collaborates with all co-workers and follows up as appropriate regarding reported complaints, problems, and concerns.
- Takes ownership for resolving scheduling conflicts and communicates with the management team and care providers to resolve scheduling issues.
- Collaborates with all co-workers and follows up as appropriate regarding reported complaints, problems, and concerns.
- Collects pre-registration information to address outstanding Epic work queue accounts.
- Performs outbound calls to perform Epic referral scheduling.
- Works on escalated cases with higher complexity as assigned.
- Provide suggestions and recommendations to improve workflow, communicate, and overall protocols in an effort to better serve the needs of the patients and department.
- Performs other related duties as assigned.
People - Under the direction of the supervisor, mentors other Specialists to facilitate the resolution of complex issues/cases. Escalates such cases to the Supervisor for resolution. Ensures remedy is executed in a successful manner.
- Under the direction of the supervisor, identify Specialists who need additional coaching or training. Makes recommendations to the Manager on ways to improve training and knowledge sharing.
- Train assigned new and established Patient Service Specialists on demographic and insurance registration in accordance with established best practice guidelines and physician protocols.
- Train new and established Patient Service Specialists on scheduling protocols across 5 clinical centers of excellence. Coach Specialists on customer service telephone skills and demonstrate professional standards through personal example and leadership.
- Under the direction of the supervisor, assists the Call Center management with the day-to-day activities relating to process problems/changes, inter-department communication receiving of feedback, staff scheduling including coverage assignments, and adjusting workflows as appropriate.
Job Qualifications: - Associate's degree or equivalency in education and experience is required.
- Minimum of 5 years relevant experience in a comparable setting including proficiency in medical terminology, or a combination of certifications, coursework, and experience.
- Advanced customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations. Including the ability to maintain a professional demeanor under pressure due to the high volume and urgent nature of calls.
- Advanced skills in problem assessment, using good judgment, and collaborative problem-solving in complex and interdisciplinary settings.
- Ability and/or previous experience leading and influencing teams and/or team building skills.
- Excellent verbal and written communication skills including interpersonal skills. Ability to communicate clearly and concisely and ensure understanding of information by patients and customers.
- Intermediate proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
- Ability to work independently, follow through, and handle multiple tasks simultaneously.
- Prior high-volume customer service experience in a call center environment is preferred.
- Prior experience supporting multiple clinical specialties is preferred.
- Previous lead or supervisory experience a plus.
- Bilingual (English/Spanish) a plus.
Hourly Rate Ranges: $32.42 - $39.01 Note: Our salary offers will fall within these ranges based on a variety of factors, including but not limited to experience, skill set, training and education.
61st Street Service Corporation At 61st Street Service Corporation we are committed to providing our client with excellent customer service while maintaining a productive environment for all employees. The Service Corporation offers a competitive comprehensive Benefit package to eligible employees; including Healthcare and various other benefits including Paid Time off to promote a healthy lifestyle.
We are an equal employment opportunity employer and we adhere to all requirements of all applicable federal, state, and local civil rights laws.