Patient Access Rep - 24H - 11p-7am - Beverly

Beth Israel Lahey Health•Beverly, MA

4d•$21 - $28

About The Position

The Patient Access Representative is part of Beth Israel Lahey Health’s Patient Access and System Services team. The role helps ensure patients have an efficient, welcoming healthcare access experience while respecting confidentiality and preserving patient safety. It supports accurate, safe, customer-focused registration electronically, by telephone, or in person, and obtains and processes patient financial and demographic information to support reimbursement for clinical services. The representative handles patient questions and requests efficiently, aiming for first-call resolution or referring patients to appropriate departments. Extensive training, including Electronic Health Record (EHR) training, is provided. The team works in a fast-paced, collaborative environment. This is a 24-hour position with an 11 p.m.–7 a.m. schedule, including every other weekend. The two-week schedule is Sunday, Monday, and Tuesday in Week 1, and Monday, Tuesday, and Saturday in Week 2.

Requirements

High school degree or equivalent.
1–3 years of related work experience.
Experience with computer systems, including web-based applications and some Microsoft Office applications, which may include Outlook, Word, Excel, PowerPoint, or Access.
Ability to work successfully in a fast-paced, multitasking environment where some independent decision-making is necessary.
Ability to process electronic information and data accurately and efficiently.

Nice To Haves

Associate’s degree.
Call center and/or telephone customer service experience.
Typing speed of 40 or more words per minute.
Knowledge of medical terminology.
Bilingual written and verbal communication skills.
Familiarity with EHR software.

Responsibilities

Register patients, explain the registration process, and respond to patient questions.
Process co-payments, co-insurance, deductibles, and balances; safeguard cash, checks, and receipts; reconcile the cash drawer; and assist with kiosk check-in as needed.
Complete Medicare Secondary Payer Questionnaires and adjust patient coverage based on the results.
Explain and obtain signatures on required consent, financial, and other documents; distribute, scan, process, and record documents collected during registration.
Counsel patients about non-covered services and obtain signatures on Advance Notice Beneficiaries (ABNs), consents, and waivers.
Monitor the patient waiting area, advise patients of potential delays, and support efficient registration flow and a pleasant patient experience.
Respond to patient concerns and potential patient safety issues, recognize possible health risks to others, and follow established procedures to help contain risk.
Maintain an orderly registration desk and waiting area and secure confidential patient information.
Initiate scheduling using sources such as patient calls and digital messages, orders, and scheduled-order work queues.
Schedule, reschedule, and cancel appointments using available information sources, including questionnaires, offline materials, and subgroup searches.
Develop working relationships with assigned clinical department staff and apply department-specific scheduling protocols.
Stay current on scheduling protocols; use judgment or seek management assistance when protocols do not meet patient needs or safe care may be affected.
Capture and verify required scheduling and registration information, including referring physician, insurance, demographic, and contact information.
Communicate issues that may affect appointment timeliness, accuracy, or subsequent patient care to Patient Access management.
When working remotely, follow confidentiality and equipment-security guidelines; maintain productivity, quality, and accuracy, and communicate regularly with the Supervisor and Manager.
Register patients efficiently and verify information needed to identify and contact them and support proper reimbursement on initial claim submission.
Determine, create, and assign the appropriate guarantor, including personal or family relations, workers’ compensation, third parties, behavioral health, or other required categories.
Verify patient insurance coverage using real-time eligibility (RTE), review insurer responses, and take appropriate action.
Apply the appropriate guarantor and insurance to each patient visit.
Communicate financial clearance status, contract or self-pay status, and payment responsibility to patients, and schedule Financial Counseling as needed.