Patient Access Specialist: Nutrition/Therapy

The Patient Access Specialist plays a key role in supporting the Nutrition Service Line by managing day-to-day scheduling, coordination, and operational activities including insurance verification and communication with patients. This individual serves as the central point of contact for scheduling patients, coordinating provider calendars, managing communications, and ensuring smooth workflows across the department. This position serves as a vital link between clinical staff, the billing department, and patients to promote efficiency, accuracy, and a seamless care experience.

The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced environment where collaboration and proactive problem-solving are essential. This position serves as a vital link between clinical staff, the billing department, and patients to promote efficiency, accuracy, and a seamless care experience.

The specialist will also actively collaborate with the billing department and leadership to identify opportunities to maximize workflows, reduce denials, and improve the patient financial experience.

Duties and Responsibilities

• Demonstrate our core values of being patient centered, team focused, service driven, accountable, and innovative every day
• Verify insurance eligibility and benefits for all Physical Therapy, Occupational Therapy, and Nutrition patients.
• Ensure timely and accurate entry of insurance details into the patient’s record prior to appointments.
• Own and manage all scheduling activities for the Nutrition Service Line, including patient appointments, provider schedules, and team meetings.
• Coordinate and maintain calendars for Nutrition team members, ensuring efficient use of time and resources.
• Anticipate scheduling conflicts and proactively resolve issues to maintain optimal clinic operations.
• Serve as the first point of contact for inquiries related to the Nutrition department (patients, staff, and external partners).
• Prepare and distribute schedules, reports, and communications for internal and external stakeholders.
• Support onboarding and credentialing processes for new team members as needed.
• Maintain organized digital and physical records of scheduling and departmental documentation.
• Communicate and coordinate all nutrition referrals between provider, patient, and insurance company
• Communicate insurance coverage, authorizations, and limitations to patients and staff in a clear and professional manner.
• Collaborate with the Billing Department to resolve eligibility or coverage discrepancies and assist with claims-related inquiries.
• Maintain up-to-date knowledge of payer requirements, coverage changes, and authorization protocols.
• Identify and recommend process improvements to maximize workflows and enhance department efficiency.
• Assist with tracking and reporting eligibility verification metrics and trends.
• Serve as a resource for staff regarding insurance verification procedures and documentation.
• Collaborate closely with clinical staff, administrative leaders, and other service lines to ensure coordinated patient care and workflow alignment.
• Communicate schedule updates, changes, and key operational information in a timely manner.
• Support implementation of process improvements and technology tools to enhance scheduling and communication efficiency.
• Maintain patient confidentiality in compliance with HIPAA and Excelsior Orthopaedics standards.
• Perform other related duties as assigned.
• Evolve in your role when performing supplemental responsibilities as assigned

• Associates degree preferred; HS diploma or GED required
• Proven experience (2+ years) in insurance verification or a related healthcare administrative role.
• Demonstrated ability to prioritize and perform multiple tasks with many interruptions
• Knowledge of CPT, HCPCS, and ICD-10 codes desirable
• EMR experience required, MEDENT preferred
• Computer skills required with minimum proficiency in Word, Excel, and Outlook

Physical Demands

• Manual and finger dexterity and eye-hand coordination to enter data and operate office equipment       
• Corrected vision and hearing within normal range to observe and communicate with patients, providers, and staff
• Frequently remaining in a stationary position, often sitting for prolonged periods working on a computer, telephone, copy/fax machine, and other office equipment
• Occasional standing and walking required
• Occasional lifting and carrying items weighing up to 10 pounds

Benefits

• Health (with an employer contribution), dental, and vision insurance offerings – qualified team members become eligible to participate on the 1^st of the month following their date of hire
• Paid Combined Time Off (CTO) and seven paid holidays, plus a floating holiday after one year of service
• Employer paid salary-equivalent Basic Life and AD&D policy with supplemental coverage available
• 401(k) Plan with company contribution and profit sharing after 1 year of service
• Professional development, internal career development, and advancement opportunities
• Non-traditional and flexible work schedules, work from home available for certain roles
• Wellness incentives and healthy vending options
• Jeans Day/Casual Dress Fridays
• Community focused culture that proudly participates in local events and causes chosen by our team, so we can make a difference in the places we live, work, and play

Who we are

Excelsior Orthopaedics is a multi-specialty orthopedic practice that has been providing comprehensive care since 2002.  We have multiple locations throughout the Western New York region and a free-standing ambulatory surgery center, Buffalo Surgery Center.  Excelsior Orthopaedics offers a suite of in-house services including general orthopaedic evaluation and treatment, podiatry, physical & occupational therapy, nutrition counseling, sports training, outreach athletic training, orthopaedic express care, imaging, durable medical equipment, and an outpatient total joint program.  Buffalo Surgery Center provides surgical and procedural treatments for orthopaedic, pain and spine, podiatry, total joint replacement, and gastrointestinal patients.  Our mission is to transform the lives of our patients by restoring function and enhancing quality of life.  We are committed to innovative care that is driven by patient needs and supported by the most skilled, experienced team in Western New York.