Patient Access Services Specialist (JWB) at Eskenazi Health in Indianapolis, Indiana

Job Description:

Division:Eskenazi Health



Sub-Division:Hospital



Req ID:22136



Schedule:Full Time



Shift:Days


Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 333-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus including at a network of Eskenazi Health Center sites located throughout Indianapolis.




FLSA Status



Non-Exempt




Job Role Summary



The Patient Access Services Specialist is dedicated to providing best first impressions for our patients, customers and physicians. The Patient Access Services Specialist is responsible for the registration, referral coordination, and scheduling of visits for the department. This position manages complex appointment scheduling linking clinical visits, consults and ancillary services. Additionally, this position ensures that patients have all the necessary information regarding their coverage and benefits related to their visit, informs patients of their financial obligations, and directs uninsured/underinsured patients to financial counselors. The Patient Access Services Specialist duties also include communications with multiple departments.




Essential Functions and Responsibilities

• Responsible for the scheduling of patient visits (including new, follow-up, cancellations and rescheduling requests)


• Obtains accurate patient information necessary for medical records, governmental requirements, billing and third-party payer needs


• Validates medical, demographic, insurance and financial data in a timely and courteous manner in appropriate systems to ensure master patient index integrity and creation of accurate appointments


• Explains pre-appointment preparation requirements


• Provides patient education about coverage and liabilities; communicates possible payment obligations and personally connects patients to a financial counselor if needed


• Promotes collaboration and service center success


• Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency


• Maintains accountability for accuracy of data collected and entered into systems


• Electronically verifies patient's demographic and insurance information


• Participates in quality improvement processes as requested by supervisor/manager


• Follows cash handling policies and procedures

Job Requirements



Accredited Bachelor's degree; OR Minimum one (1) year of experience in call center, patient registration, scheduling, office, banking, customer service or related medical field using computers required. High School Diploma or equivalent required plus post-secondary education courses or certification in business, computers, (Word, Excel, etc.) and Office Management.Associate's degree is preferred

• Must complete outpatient registration program and pass with a score of 90% or higher


• Must pass annual competency exams as required


• Must maintain 95% accuracy on registration quality audits

Knowledge, Skills & Abilities

• Demonstrated ability to use PCs (and toggle between multiple applications), MS Office, and general office equipment (i.e. printers, scanners, electronic signature pads, copy machine, multi-line phone, etc.) required


• Excellent keyboarding/data entry skills required


• Detail-oriented and organized, with good analytical and problem solving ability


• Ability to function independently and as a team player in a fast-paced environment


• Strong written and verbal communication skills and excellent spelling

Accredited by The Joint Commission and named as one of Indiana's best employers by Forbes magazine for two consecutive years and the top hospital in the state for community benefit by the Lown Institute, Eskenazi Health's programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city's primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana and Sandra Eskenazi Mental Health Center, the first community mental health center in Indiana, just to name a few.



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