POSITION SUMMARY
The 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 COMPETENCIES
These 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
PHYSICAL DEMANDS- This job operates in a professional office environment/clinical office setting
- Requires sitting for long periods of time. Periodic standing, walking, bending. Requires lifting of up to 15 pounds. Visual acuity sufficient to perform frequent work on a computer screen and review printed reports and other materials. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. Requires the ability to hear and to communicate orally with others
TYPICAL WORKING CONDITIONS- This job operates in a professional office environment. Potential exposure to communicable diseases and other conditions in a health center environment. Requires flexible schedule and during peak activity periods work in excess of 7.5 hours per day and/or 37.5 hours per week
Schedule- Monday-Saturday, 37.5 hours/week
PPGNY's benefits package includes:
Generous PTO and holiday schedule
Medical, dental and vision coverage options for you and eligible dependents
FSA, HSA, Commuter pre-tax reimbursement funds
Short- and Long-Term Disability, Free Basic Life and AD&D
401(k) Retirement Plan with Safe Harbor contributions after 1 year of employment
All positions at PPGNY require:
Proof of immunization or immunity to certain communicable diseases (including influenza during the flu season and Covid-19) and testing for tuberculosis. These certifications are required by the NYC DOHMH Health Code, NYSDOH and OSHA.
Planned Parenthood of Greater New York (PPGNY) is a leading provider, educator, and advocate of sexual and reproductive health care in New York State. PPGNY is proud to provide a wide-range of family planning services at our brick-and-mortar health centers and mobile care units. We care for everyone regardless of their immigration status, zip code or ability to pay. PPGNY’s education and outreach programs are backed by medically accurate, evidence-based information that allows people to make informed decisions about their health and future. As a voice for reproductive freedom, PPGNY supports legislation and policies that ensure all New Yorkers have access to the full range of reproductive health care and education.
At PPGNY, we provide the absolute best care to our patients and our communities through innovative health care delivery and education programming. We care for everyone who walks through our doors regardless of insurance, ability to pay or immigration status. As a leading voice for reproductive freedom, PPGNY fiercely advocates for policies to ensure that all New Yorkers will have access to the full range of reproductive health care services and information.
PPGNY is committed to diversity, equity, and inclusion. We believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with common purpose. We encourage candidates from all backgrounds to apply.
