The posting
How you move is why we’re here. ® Now more than ever.
Get back to what you need and love to do. The possibilities are endless...
Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success.
If this describes you then let’s talk!
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. Whether you are early in your career or an expert in your field, you will find HSS 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.
Emp Status
Regular Full time
Work Shift
Compensation Range
The base pay scale for this position is $36.59 - $40.72. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.
What you will be doing
Key Responsibilities
Patient Experience & Service Excellence
- Provide courteous, compassionate, and professional service to patients, families, visitors, physicians, staff, and other customers across in-person and telephone interactions.
- Manage complex, sensitive, or escalated patient questions and concerns using advanced communication, problem-solving, and service-recovery skills.
- Explain complex registration, insurance, financial, and access information in a clear and respectful manner while adapting communication to the needs of the patient or customer.
- Protect patient privacy and handle sensitive information with discretion in accordance with established confidentiality practices.
- Serve as a resource to other Patient Access staff in addressing complex patient access and service concerns.
- Serve as a Greeter at Welcome kiosk locations, as assigned, and support patient navigation and service recovery when needed.
- undefinedScheduling, Pre-Registration & RegistrationPerform complex scheduling, pre-registration, registration, and related Patient Access activities using Epic and applicable departmental workflows.Independently investigate and resolve complex demographic, guarantor, registration, scheduling, documentation, and patient account discrepancies.Apply advanced knowledge of departmental procedures and registration requirements to situations that may fall outside standard workflows.Review complex patient records and registration information to identify missing, conflicting, or inaccurate information and determine appropriate resolution.Coordinate with clinical, administrative, and other operational partners to resolve complex scheduling and registration barriers that could delay patient care or service.Serve as a subject-matter resource to PAS I and PAS II staff regarding complex registration and scheduling processes.undefinedundefinedundefinedundefinedundefinedundefinedundefinedPerform advanced insurance verification and financial clearance activities involving complex eligibility, benefit, coverage, coordination of benefits, payer, or financial circumstances.Analyze complex insurance and coverage information and apply payer requirements, organizational policies, and available resources to determine appropriate resolution.Independently investigate discrepancies or barriers affecting patient access and coordinate resolution with payers, clinical departments, revenue cycle partners, and other appropriate resources.Resolve complex workqueue encounters and follow-up items requiring investigation, interpretation, coordination, or advanced knowledge.Communicate complex insurance and financial responsibility information clearly and appropriately to patients and internal partners.Identify issues with potential operational, financial, compliance, or patient-care impact and take appropriate action or escalate based on the circumstances.undefinedPatient Flow & Care Coordination SupportSupport complex patient flow and care coordination activities requiring advanced Patient Access knowledge and independent judgment.Manage bed placement activities by coordinating bed assignments for postoperative surgical patients and emergency admissions, as assigned.Coordinate with clinical and operational partners to resolve complex access barriers, delays, or competing operational needs.Serve as a resource to staff and operational partners when patient flow or access issues require advanced troubleshooting or coordination.Identify recurring patient flow or access barriers and communicate trends and recommendations to leadership.· Identify and escalate operational or patient flow concerns to management in a timely manner, as they arise, to support efficient workflow and quality patient care.Advanced Expertise, Staff Support & MentoringServe as a subject-matter resource for Patient Access staff across multiple functional areas.Provide day-to-day guidance and coaching to PAS I and PAS II staff regarding complex workflows, payer requirements, Epic functionality, registration requirements, and departmental procedures. Assist with onboarding and cross-training of new and existing Patient Access staff.Demonstrate complex processes and share best practices to promote consistency, accuracy, compliance, and service excellence.Assist staff in evaluating complex situations, identifying available resources, and determining appropriate escalation pathways.Support competency development by providing workflow guidance, answering questions, and reinforcing departmental standards.Provide functional support during periods of high volume, staffing changes, system issues, or other operational challenges, as assigned.undefinedOperational Excellence, Quality & CompliancePerform advanced Patient Access responsibilities while consistently meeting established productivity, accuracy, quality, confidentiality, compliance, and service expectations.Exercise independent judgment when applying departmental policies, standard work, documentation requirements, and escalation pathways to complex situations.Conduct or assist with quality reviews and audits of Patient Access activities to identify accuracy, compliance, documentation, and workflow issues.Identify recurring errors, delays, workqueue issues, access barriers, or other operational trends and assist with determining root causes.Recommend workflow, training, or process improvements that enhance patient experience, operational efficiency, accuracy, compliance, or financial performance.Assist with testing, implementation, and stabilization of new workflows, system changes, or Patient Access initiatives, as assigned.Collaborate with department leadership on special projects and strategic initiatives requiring advanced Patient Access knowledge.Maintain current knowledge of departmental procedures, payer requirements, Epic workflows, and other changes affecting Patient Access operations.
Non-Discrimination Policy 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.
