Patient Financial Navigator I

Join Our Team at Hospital for Special Surgery

How you move is why we're here. Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success. If this describes you then let's talk! HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Emp Status: Regular Full time

Work Shift: Compensation Range: The base pay scale for this position is $23.35 - $35.51. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.

Key Responsibilities

• Respond to a high volume of inbound patient calls, secure messages, and outbound follow-up contacts regarding billing inquiries, payment arrangements, and account information.
• Clearly and accurately explain charges, payments, adjustments, and statements following established scripts and departmental guidelines.
• Process patient payments over the phone and assist patients with navigating the online payment portal.
• Set up standard, pre-defined payment plans in accordance with hospital policy.
• Resolve standard Epic workqueue assignments, including statement holds, returned mail processing, and demographic updates, using prescribed procedures.
• Process patient requests for itemized statements and other billing documents.
• Verify and update patient demographic and insurance information within the EHR system to support billing accuracy.
• Develop foundational knowledge of common insurance products, coverage types, and provider/facility participation status.
• Serve as an internal quality and overflow resource during the outsourced vendor (Huron) transition, handling inquiries that require institutional knowledge or system-specific expertise.
• Meet established key performance indicators (KPIs) for productivity, call quality, and first-contact resolution.
• Adhere to all HIPAA regulations and hospital policies regarding patient confidentiality.

Non-Discrimination Policy Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.

Hospital for Special Surgery