Patient Administrative Specialist IV, Patient Access - Infusion Treatment Area (ITA)

The Patient Administrative Specialist IV provides advanced administrative support in the Infusion Treatment Area (ITA) outpatient clinical setting. This is a Level IV position within a four-level career progression for Patient Administrative Specialists. You will handle new patient coordination, surgery scheduling, complex patient interactions, and front office functions while serving as a mentor and subject matter expert for administrative staff.

Schedule

• Day shift, 8 hours
• Monday through Friday (standard business hours)

Responsibilities

Patient Interaction and Complex Registration

• Greet patients and complete registration check-in and check-out procedures
• Verify insurance information accuracy and assist with complex questions regarding appointments, authorizations, payments, billing, and schedules
• Identify and resolve complex patient escalations, providing service recovery where appropriate
• Escalate complex issues through clinic-specific pathways with proposed resolution plans
• Track and manage incoming referrals and schedule appointments in a timely manner
• Serve as subject matter expert for scheduling instructions, referral guidelines, and insurance eligibility

Administrative Tasks and Documentation

• Handle significant volume of inbound and outbound patient calls
• Efficiently take and route messages and manage patient correspondence
• Manage faxes, mail, file documentation, and maintain databases
• Process forms and utilize phone and electronic medical records systems

Communication and Coordination

• Maintain professional communication with PAS staff, medical center/clinic staff, physicians, and patients
• Communicate scheduling preferences and urgent needs with providers

Training and Leadership

• Welcome and orient new PAS staff members to best practices
• Serve as mentor and subject matter expert for new staff orientation and ongoing education
• Participate in special projects and lead in-service trainings as defined by the department
• Disseminate best practices across the team

Required Qualifications

• High school diploma or equivalent
• At least five years of related healthcare experience
• Strong knowledge of medical terminology
• Knowledge of Windows-based office software, computers, and operating systems
• Strong written and verbal communication skills
• Phone skills, including familiarity with complex or multi-line phone systems
• Strong time management and organizational skills
• Ability to solve problems and manage multiple priorities
• Ability to actively listen to patients and colleagues
• Ability to provide exceptional patient experience by empathizing with patients and demonstrating compassion and understanding
• Ability to adjust communications to fit the needs and level of understanding of the receiver
• Ability to exercise calmness in stressful situations
• Ability to demonstrate exemplary customer service and act as liaison between front and back office
• Ability to acquire and develop departmental expertise
• Ability to plan, prioritize, and organize work independently with attention to detail and deadlines
• Ability to provide guidance and support to peer PAS colleagues on handling patient escalations

Preferred Qualifications

• Associate or bachelor's degree in a health-related field from an accredited college or university

Compensation

• Base pay scale: $37.21 - $41.92 per hour
• Final salary determined based on internal equity, experience, education, specialty, and training