ED Patient Reg Rep

Baystate Health • Springfield, MA

3d • Onsite

About The Position

Baystate Health is hiring an ED Registration Representative for the Emergency Department at Baystate Medical Center in Springfield, Massachusetts. The role supports patient safety, accurate registration, and reimbursement in a fast-paced, high-stress emergency care environment. The representative works with patients, physicians, nurses, clinical staff, insurance representatives, Medical Records, and other hospital departments, providing compassionate and professional service to patients and families.

This is a per diem, third-shift position. Monthly availability must include at least four weekday third shifts and two weekend third shifts, with availability for two holiday shifts annually. Per diem employees must meet scheduling and training requirements, maintain competencies, and review Kronos for open shifts. Department leadership reviews compliance with these requirements twice a year.

The role requires previous customer service experience, completion of department training and orientation requirements, and the ability to communicate effectively and remain composed and compassionate in difficult or potentially dangerous situations. A GED or HiSET is required.

Requirements

• Previous customer service experience.
• Successful completion of Patient Registration Department training, including policies, procedures, workflows, applications, and annual web-based training.
• Completion of departmental orientation to product lines, including introductory proficiency testing with a score greater than 91%.
• Mentor sign-off demonstrating competency in assigned product line activities.
• Successful completion of the Compassionate Connections Program.
• Ability to maintain a minimum 90% QA pass rate in overall account reviews, MSP, and RQA alerts.
• Ability to communicate effectively with patients, coworkers, and clinical partners, including during high-stress or emergency situations.
• Ability to maintain composure and demonstrate compassion when interacting with patients and families during difficult or potentially dangerous situations.
• Ability to problem-solve, manage scheduling changes, and obtain coverage for missed shifts.
• Ability to initiate emergency code procedures through overhead paging.
• Knowledge of basic infection control practices and proper personal protective equipment use.
• GED or HiSET.

Nice To Haves

• Previous experience in patient registration.
• Bilingual communication skills.
• Certified Medical Terminology, to be obtained upon hire.

Responsibilities

• Interview patients and obtain accurate demographic, insurance, and financial information with a professional and compassionate approach.
• Obtain required patient signatures and collect predetermined patient responsibility payments using online payment portals and available payment plan options.
• Analyze insurance information to determine patient financial responsibility and educate patients about their emergency department visit.
• Complete FirstNet account discharges, transfers, and status changes, as well as morning and afternoon preadmissions and surgical late discharges within designated timeframes.
• Perform specialized emergency department registration processes, including Trauma Registration, John Doe registration, Burn Reporting, Animal Bite Reporting, Weapons-Related Injury Surveillance System procedures, and Sexual Assault Nurse Examiner procedures.
• Communicate with patients, clinical staff, and internal partners to resolve registration issues, support patient safety, and ensure accurate fiscal reimbursement.
• Follow infection control practices, demonstrate proper donning and doffing of personal protective equipment, and comply with department policies and procedures.
• Meet departmental quality and productivity standards, complete required training and competency validations, and demonstrate Baystate Health's organizational values.
• Attend required orientations, maintain competencies through annual skill validations and mandatory training, and review Kronos regularly for available open shifts.
• Meet minimum per diem scheduling and availability requirements, including weekday, weekend, and holiday shifts.

Benefits

• Professional development and internal career opportunities.
• Career options across Baystate Health hospitals, practices, and services throughout western Massachusetts.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED