Patient Access Specialist​/Front Desk

Patient Access Specialist/Front Desk (Full-Time) (Administrative)

The Patient Access Specialist is responsible for supporting Patient Access Services and Clinics at the Crystal Clinic Orthopaedic Center through training and education of new and current employees, providing financial counseling support to uninsured or underinsured patients, educating patients on benefits and out-of-pocket expenses, and providing coverage for access related functions at all locations throughout CCOC, including but not limited to training of staff on Patient Access functions, registration, scheduling including telehealth for clinics and total joint classes, insurance verification, and coverage to registration functions in other departments, locations, or service lines outside of Patient Access Services (Rehab Services, Radiology, Quick Care, Hospital, Surgery Center, or other areas not defined).

• Registers patients accurately, efficiently, and professionally in Cerner and Centricity systems.
• Conducts patient/guarantor interviews, explains hospital policies, financial responsibilities, Patient Rights and Responsibilities, and Notice of Privacy Practices.
• Follows check‑in procedures consistently for all patients, ensuring that all forms are collected, completed, signed, and scanned into systems.
• Verifies insurance eligibility for upcoming patient appointments using the eligibility system; provides advanced insurance verification when a response is not provided through automated systems or requires further investigation via insurance websites or phone contact.
• Maintains confidentiality of sensitive information in accordance with HIPAA guidelines.
• Stays updated with all point of service, pre‑registration, registration, detail charge entry, insurance verification, authorizations, and scheduling needs of the department.
• Answers questions and assists in problem‑solving; provides technical guidance to staff and evaluates the success of their learning experience.
• Facilitates the delivery of training and orientation for front desk, scheduling, pre‑registration, and checkout staff, including continuing education and individualized instruction.
• Acts as a mentor, coach, and role model, promotes patient access initiatives, and leads by example in customer service.
• Provides financial counseling services for uninsured, under‑insured, and scheduled patients; recruits, registers, and trains patients on Patient Portal usage.
• Participates in performance improvement activities and ongoing initiatives.
• All other duties not specifically assigned.

• Education:
  
  High school diploma or GED required. College degree or progress toward degree preferred.
• Experience:
  
  1 year of demonstrated experience in Customer Service or various Patient Access related functions including patient registration, scheduling, verification; proficiency with Microsoft Office applications, cash handling, multitasking, computer skills, and office equipment.
• Ability to train and cross‑cover in other departments outside of Patient Access.