Senior Patient Access Specialist

Hospital for Special Surgery; New York (NY); On-site; USD 50,000 - 56,000; Full time

Job summary

Hospital for Special Surgery in New York seeks a Regular Full-time Patient Access professional to deliver courteous, compassionate service across in-person and phone interactions and manage complex patient questions.

You will perform complex scheduling, pre-registration and registration using Epic, verify insurance, and coordinate with clinical teams to prevent delays in care. You will support patient flow, mentor staff, and ensure privacy and compliance.

Responsibilities

• Provide courteous, compassionate, and professional service to patients, families, visitors, physicians, staff, and other customers across in-person and telephone interactions.
• Manage complex, sensitive, or escalated patient questions and concerns using advanced communication, problem-solving, and service-recovery skills.
• Explain complex registration, insurance, financial, and access information clearly while adapting communication to patient needs.
• Protect patient privacy and handle sensitive information with discretion per confidentiality practices.
• Serve as a resource to PAS I and PAS II staff regarding complex registration and scheduling processes.
• Perform complex scheduling, pre-registration, registration using Epic and workflows; resolve discrepancies; coordinate with clinical/administrative partners.
• Support complex patient flow and care coordination, bed placement, resolve barriers, and escalate to management as needed.
• Serve as a subject-matter resource for Patient Access staff; mentor, onboard, and coach; promote consistency and compliance.
• Conduct quality reviews audits; identify trends; propose workflow improvements; assist with system changes and projects.

Job description

Hospital for Special Surgery in New York seeks a Regular Full-time Patient Access professional to deliver courteous, compassionate service across in-person and phone interactions and manage complex patient questions.

You will perform complex scheduling, pre-registration and registration using Epic, verify insurance, and coordinate with clinical teams to prevent delays in care. You will support patient flow, mentor staff, and ensure privacy and compliance.