Patient Access Specialist IV - HYBRID - CONCIERGE #Full Time

61st Street Service Corporation; Fort Lee (NJ); Hybrid; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Patient Access Specialist IV to enhance patient experiences through exceptional scheduling and customer service. This hybrid role involves mentoring staff, managing complex appointment requests, and ensuring smooth operations within a high-volume call center. The ideal candidate will possess strong leadership skills, a knack for problem-solving, and a commitment to excellence in patient care. Join a dedicated team focused on fostering a culture of trust, empathy, and communication while contributing to positive health outcomes.

Benefits

Healthcare

Paid Time Off

Professional Development Opportunities

Qualifications

• 5+ years of relevant experience in a similar setting.
• Proficiency in medical terminology or equivalent certifications.
• Ability to work independently and multitask.

Responsibilities

• Schedule appointments and manage patient itineraries efficiently.
• Communicate insurance details and resolve escalated cases.
• Mentor and train new Patient Service Specialists.

Skills

Customer Service Skills

Problem Assessment

Leadership

Communication Skills

Bilingual (English/Spanish)

Education

Associate’s Degree

Tools

Microsoft Office (Word & Excel)

EPIC

Job description

Career Opportunities with 61st Street Service Corp

Current job opportunities are posted here as they become available.

Patient Access Specialist IV - HYBRID - CONCIERGE #Full Time

The Patient Access Specialist IV provides advanced support to the system-wide call center that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic services, physician referral/appointments, and general information on ColumbiaDoctors. This is a lead role responsible for supporting, guiding, and mentoring Patient Services Specialists I, II, and III to ensure quality assurance of all scheduling. The Patient Services Specialist IV is part of a team dedicated to enhancing patient experience by liaising with clinical departments to schedule multiple appointment services within the same day, tailored to patient preferences. This team delivers an exceptional patient experience that contributes to positive health outcomes and fosters a work culture of Service-Oriented, Trust, Empathy, Safety, Inclusion, and Communication. The role supports a comprehensive care coordination strategy across 5 centers of clinical excellence within a regional multispecialty practice.

Job Responsibilities:

1. Schedule appointment requests using existing tools to ensure the right appointment with the appropriate medical provider or team, noting any special needs (e.g., accommodations, interpreters).
2. Create and manage detailed patient appointment itineraries, ensuring efficient scheduling across multiple centers, including coordination with services managed by NewYork Presbyterian Hospital such as radiology and infusion.
3. Communicate insurance participation, financial responsibilities, and policies to patients.
4. Obtain and accurately register patients’ insurance and demographic information in EPIC, facilitating a smooth patient experience and revenue collection.
5. Resolve escalated insurance-related cases, conduct investigations, document issues, and follow through to resolution. Make recommendations for workflow improvements and escalate complex issues to management when necessary.
6. Foster teamwork by facilitating discussions on complex scheduling needs, resolving conflicts, and communicating with management and care providers to address scheduling issues.
7. Own resolving scheduling conflicts and follow up on reported complaints or concerns.
8. Collect pre-registration information to address outstanding EPIC work queue accounts.
9. Perform outbound calls for Epic referral scheduling.
10. Handle escalated cases with higher complexity as assigned.
11. Suggest workflow and protocol improvements to better serve patient and departmental needs.
12. Perform other duties as assigned.

People

1. Mentor other Specialists under supervision, resolving complex issues and escalating when needed. Ensure remedies are executed successfully.
2. Identify Specialists needing additional training or coaching, and recommend improvements to training programs.
3. Train new and existing Patient Service Specialists on demographic and insurance registration, following best practices and physician protocols.
4. Train staff on scheduling protocols across 5 clinical centers, coaching on customer service skills and professional standards.
5. Assist Call Center management with daily activities, process improvements, staff scheduling, and workflow adjustments.

Job Qualifications:

• Associate’s degree or equivalent education and experience.
• At least 5 years relevant experience in a similar setting, with proficiency in medical terminology or equivalent certifications, coursework, and experience.
• Exceptional customer service skills and ability to maintain professionalism under pressure.
• Strong problem assessment, judgment, and collaborative problem-solving skills.
• Leadership and team influence experience.
• Excellent verbal and written communication skills, with interpersonal skills to ensure clear understanding.
• Intermediate proficiency in Microsoft Office (Word & Excel) or similar software; willingness to learn new systems.
• Ability to work independently, multitask, and follow through.
• High-volume call center experience preferred.
• Experience supporting multiple clinical specialties preferred.
• Previous leadership or supervisory experience a plus.
• Bilingual (English/Spanish) preferred.

Hourly Rate Ranges: $32.42 - $39.01

Note: Salary offers will be within these ranges based on experience, skills, training, and education.

61st Street Service Corporation

We are committed to excellent customer service and a productive environment. Our benefits include healthcare, paid time off, and more. We are an equal opportunity employer adhering to all civil rights laws.