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Patient Access Specialist
Planned Parenthood of Greater New YorkSchenectady, United Statesfull_timeVerifiedPosted 5 May 2025
About the role
POSITION SUMMARYThe Patient Access Specialist is an integral member of the Patient Access Optimization Team, responsible for ensuring an exceptional patient experience while contributing to operational efficiency. The role focuses on improving patient scheduling, reducing no-show rates, complying with regulatory requirements, and streamlining administrative workflows.
Reschedule Missed Appointments: (20%)· Use the Epic Follow-up Worklist to identify patients with missed or canceled appointments.· Contact patients via calls and My Chart to reschedule appointments.· Document all follow-up attempts and outcomes for tracking purposes.
Appointment Confirmation: (20%)· Manage the PPGNY DocASAP Scheduled Appointments Workqueue.· Confirm scheduled appointments using the Epic Confirm Worklist.· Review payer information and verify insurance details.· Inform patients of financial responsibility.· Ensure all confirmed appointments are accurately recorded in the Epic system.
Pre-registration for Procedure Visits: (15%)· Complete pre-registration tasks for procedure visits, including initiating prior authorization processes.· Review payer information and verify insurance details.· Inform patients of financial responsibility.· Take steps to reduce delays at check-in, ensuring a seamless patient experience.
Create Good Faith Estimates: (15%)· Ensure that PPGNY Estimates Needed Self-Pay 3-9 Days and PPGNY Estimates Needed Self-Pay 10 plus days remain in compliance.· Create Estimates for patients based on FPL and visit type· Review estimates templates for accuracy and report any errors.
Correct Registration Errors: (15%)· Review PPGNY Reg Review WQ for errors or missing information.· Corrects errors and resubmits claims in PPGNY Reg Review WQ.· Work with patients and internal departments to correct inaccuracies and ensure that registration data is complete.
Additional Responsibilities: (15%)· Participate in department efforts to achieve established goals for productivity and operational efficiency.· Adhere to affiliate standards regarding professionalism, wait times, and handling client complaints.· Perform other duties as assigned.
CORE COMPETENCIESThese competencies must be included in every role.· A demonstrated commitment to PPGNY’s mission related to bodily autonomy, health equity, and gender and racial justice· A demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.· Strong relationship building and communication skills, including an ability to work and build trust across cultural differences related to related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and to reflect on one’s personal identity with humility· Ability to provide compassionate, non-judgmental and culturally responsive care across race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and demonstrates deep sense of accountability to patient experience.
REQUIRED SKILLS/ABILITIES:
Interpersonal• Excellent customer service and communication skills• Ability to remain focused and calm in stressful situations• Excellent interpersonal and verbal skills• Superior oral and written communication skills• Ability to work effectively as part of team
Technical• High degree of comfort with electronic health record• Experience with phone and computer systems in high-volume customer service setting• Experience with insurance eligibility online platforms (ePACES, Availity, etc.)
Subject Matter Knowledge• Strong knowledge of Medicare and Medicaid practices in the outpatient setting.• Understanding of insurance practices.
Work Habits/Attributes• Keen attention to detail• Excellent organizational skills• Outstanding time management skills, including the ability to work under deadline• The ability to produce high quality work in a fast-paced environment with changing and/or competing priorities• Ability to work a flexible or extended schedule, including evenings and weekends, as operational demands require• Well-developed problem-solving and critical thinking skills• Ability to follow HIPAA Policies and Procedures
REQUIRED QUALIFICATIONS
• Minimum education o High school diploma/GED• Minimum work experience – o Previous experience in a high-volume customer service role o Previous experience working with electronic health record. o Prior experience in patient scheduling, insurance verification, or healthcare administrative workflows.
Reschedule Missed Appointments: (20%)· Use the Epic Follow-up Worklist to identify patients with missed or canceled appointments.· Contact patients via calls and My Chart to reschedule appointments.· Document all follow-up attempts and outcomes for tracking purposes.
Appointment Confirmation: (20%)· Manage the PPGNY DocASAP Scheduled Appointments Workqueue.· Confirm scheduled appointments using the Epic Confirm Worklist.· Review payer information and verify insurance details.· Inform patients of financial responsibility.· Ensure all confirmed appointments are accurately recorded in the Epic system.
Pre-registration for Procedure Visits: (15%)· Complete pre-registration tasks for procedure visits, including initiating prior authorization processes.· Review payer information and verify insurance details.· Inform patients of financial responsibility.· Take steps to reduce delays at check-in, ensuring a seamless patient experience.
Create Good Faith Estimates: (15%)· Ensure that PPGNY Estimates Needed Self-Pay 3-9 Days and PPGNY Estimates Needed Self-Pay 10 plus days remain in compliance.· Create Estimates for patients based on FPL and visit type· Review estimates templates for accuracy and report any errors.
Correct Registration Errors: (15%)· Review PPGNY Reg Review WQ for errors or missing information.· Corrects errors and resubmits claims in PPGNY Reg Review WQ.· Work with patients and internal departments to correct inaccuracies and ensure that registration data is complete.
Additional Responsibilities: (15%)· Participate in department efforts to achieve established goals for productivity and operational efficiency.· Adhere to affiliate standards regarding professionalism, wait times, and handling client complaints.· Perform other duties as assigned.
CORE COMPETENCIESThese competencies must be included in every role.· A demonstrated commitment to PPGNY’s mission related to bodily autonomy, health equity, and gender and racial justice· A demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.· Strong relationship building and communication skills, including an ability to work and build trust across cultural differences related to related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and to reflect on one’s personal identity with humility· Ability to provide compassionate, non-judgmental and culturally responsive care across race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and demonstrates deep sense of accountability to patient experience.
REQUIRED SKILLS/ABILITIES:
Interpersonal• Excellent customer service and communication skills• Ability to remain focused and calm in stressful situations• Excellent interpersonal and verbal skills• Superior oral and written communication skills• Ability to work effectively as part of team
Technical• High degree of comfort with electronic health record• Experience with phone and computer systems in high-volume customer service setting• Experience with insurance eligibility online platforms (ePACES, Availity, etc.)
Subject Matter Knowledge• Strong knowledge of Medicare and Medicaid practices in the outpatient setting.• Understanding of insurance practices.
Work Habits/Attributes• Keen attention to detail• Excellent organizational skills• Outstanding time management skills, including the ability to work under deadline• The ability to produce high quality work in a fast-paced environment with changing and/or competing priorities• Ability to work a flexible or extended schedule, including evenings and weekends, as operational demands require• Well-developed problem-solving and critical thinking skills• Ability to follow HIPAA Policies and Procedures
REQUIRED QUALIFICATIONS
• Minimum education o High school diploma/GED• Minimum work experience – o Previous experience in a high-volume customer service role o Previous experience working with electronic health record. o Prior experience in patient scheduling, insurance verification, or healthcare administrative workflows.
PREFERRED QUALIFICATIONS
- Proficiency in other languages
- Prior Planned Parenthood employment.
- Prior health care employment
- Previous experience in a high-volume customer service role
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