To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
In the absence and/or with the collaboration of management, the Patient Financial Access Coordinator provides leadership, addresses staffing and coverage concerns and acts as a liaison between staff, management and clinical leadership regarding daily operational issues and changes to process as they arise. In addition, assists patients and families with financial details before, during and after their visit, proactively working with payers, in-house resources and YM//NEMG to identify and resolve issues that hinder optimal patient satisfaction and account resolution. Demonstrates strong problem solving skills in order to navigate patients through the ever changing health care environment. Utilizes and applies the appropriate regulations in order to assure compliance in payment practices. Responsible for the coordination of the financial and patient experience aspect from the point of initial contact through account resolution. Is resourceful in obtaining estimates, negotiating settlements and advising clinicians and Department Heads of costs and post-surgical coverage. Works closely with all disciplines in a service line concept, making sound judgments and decisions to support and enhance operations, establish process and resolve barriers and provide continuity of service. Works behind the scenes to help patients and /or families understand and negotiate the access and billing process so patients can focus on their care /treatment. Ensures positive interactions with patients, family members, medical staff, third party representatives and hospital personnel. Promotes good customer service in the work environment. Performs certain statistical and QA functions to develop new procedures and participates in the planning and implementation of system improvements to enhance the operating functions of the department. Responds to and is available to meet with patients/family to explain the financial process in detail and answer any questions or concerns they may have.
- 1. Acts as a Patient Representative: Works as a part of the multi-disciplinary service line team in establishing
compassionate and tactful relationships with the patient and their family in order to develop an admission and
financial plan that ensures the needs of the patient, family, physician, and Hospital are adequately met.
Responds to and is available to meet with patients and/or families to explain the financial process in detail
and answers any questions that may arise.
- 1.1 Answers any patient concerns or complaints regarding the access, registration, billing and accounts
receivable process before, during and after the actual services. Refers any non-financial issues to the
appropriate designated clinical individual. Follows up on problems to resolve customer dissatisfaction.
Appropriately initiates and carries through the service recovery process.
- 2. Promotes Service Excellence Throughout the Organization: Represents the Access Department in resolving
issues affecting the daily operations of the area and ensuring a smooth operational work flow between clinical
and intra/inter departmental areas.
- 2.1 Participates is work groups to analyze, identify, plan, develop and implement changes to enhance the
overall performance of the department. Serves as a resource for patients and their family members on
access to services, insurance and other financial matters.
- 3. Utilizes a Variety of Software Applications and Reports: Identifies potential patient throughput and account
receivable trends which hinder effective outcomes. Develops and implements changes as necessary to
resolve and remove barriers.
- 3.1 Works independently to analyze the individual patient account and ensures barriers to proper
reimbursement and patient through put are removed.
- 4. Problem Solving: Proactively identifies problems and recommends solutions. Trains fellow employees on
correct/new procedures. Takes necessary steps to address problems or refers issues to the appropriate
person or department for resolution. Recommends and implements reasonable solutions to address
- 4.1 Works independently and assumes in-charge responsibility and supports the Supervisor in daily
operations and decisions concerning workflow. Provides feedback regarding employee performance and
- 5. Independently works and or coordinates special projects as assigned in the area to address and meet goals
of the department.
- 5.1 Participates in ongoing quality improvement efforts of the department , utilizing good problem solving
methods and resourcefulness to address and resolve problems or to refer them to the appropriate
person or department for resolution.
Bachelor's Degree or enrolled in a Bachelor's Degree program. Certified Healthcare Access Associate (CHAA)
through the National Association of Healthcare Access Management (NAHAM) or Certified Revenue Cycle Specialist
(CRCS) through AAHAM required within 18 months of hire. Certified as an Epic Super User and proficient in the
training and use of the Access Epic functions within 2 years of hire.
Four (4) to five (5) years' experience in Access at YNHH or related environment with strong customer service and
third party insurance background. Must demonstrate exceptional proficiency in all Access locations. Extensive third
party familiarity and a strong exposure to customer relations and service excellence. Experience in working
independently to analyze trends, identify obstacles and propose and implement corrective measures.
Certified Healthcare Access Associate (CHAA) through the National Association of Healthcare Access Management
(NAHAM) or Certified Revenue Cycle Specialist (CRCS) through AAHAM required within 18 months of hire. Certified
as an Epic Proficiency Super User within 2 years of hire.
Assumes leadership role with the ability to identify and resolve complex problems independently and make sound
decisions regarding staffing and work flow assignments. Performs and/or oversees the training, cross-training and
development of team members with the ability to assess levels of competency and make recommendation as to
additional training needs. Excellent oral and written communication skills, including presentations. Must have
excellent analytical skills, demonstrated ability to work independently, analyze trends, identify obstacles and
propose and implement corrective measures. Must be able to prioritize and re -evaluate continuously based on
ongoing requests and daily situations. Proficient computer skills and the ability to adapt to various
programs/systems. Advanced knowledge of Microsoft Office, Word and Excel.