The role of a Patient Access Specialist (PAS) is to assist in providing seamless, patient-oriented and timely access to services provided at St. Peter’s Health Medical Group (SPHMG) Clinics/Regional Medical Center. This position requires excellent customer service skills, both written and oral, which involves ability to communicate effectively in person or over the phone. PAS frequently provides the first impression of the organization and must ensure optimum internal and external customer satisfaction while obtaining demographic and payment information for accurate reimbursement. The PAS answers incoming calls, collects insurance copays where applicable, reviews daily schedules for accuracy, while working directly with patients, staff and providers. This position is responsible for the registration information for the patient visit, obtaining patient demographic and third party information with a high degree of accuracy.
PAS are also responsible for the efficient registration of the patient in front of them keeping the patient flow and clinic schedule on time. This position also requires knowledge of insurance benefits, referrals and authorizations, and scheduling. PAS assist with other general office duties when needed. Works directly with patients, provider offices and care teams to obtain all information necessary to accurately schedule appointments at SPHMG/Regional Medical Center. Uses electronic healthcare information system to accurately record information related to the patient’s scheduled appointments and/or follow up appointments. Provides patients with basic instructions, within the PAS scope of practice, such as preparation for visit, directions, arrival times, information to bring to visit, expectations for payment, and other key information to ensure patient’s success. Uses/schedules in healthcare information system scheduling templates as designed. Provides information and answers patient questions, within the scope of the PAS job description. Functions as a liaison for the department to ensure open and effective communication between the hospital, clinics and its patients to ensure that patients are scheduled in a timely manner.
The PAS is responsible for maintaining knowledge of DNV, Patient Rights and Responsibilities, Consent for Treatment, HIPAA, Payors, and departmental/system policies and procedures and must be able to explain these to patients and their family members or provide a warm handoff to the correct subject matter expert. PAS must abide by the organization’s Behavioral Standards.