Patient Access Rep -32H - Beverly

Beth Israel Lahey Health•Beverly, MA

1d•$21 - $28•Onsite

About The Position

This position supports the Beverly Emergency Department in Patient Access Services. The role involves registering patients, processing payments, completing necessary forms, and assisting with scheduling. The Patient Access Representative plays a crucial role in ensuring a smooth and efficient patient experience from the moment they arrive. Responsibilities include but are not limited to: Registration: Registering patients, explaining the process, processing payments, safeguarding cash, assisting with kiosk check-in, completing Medicare Secondary Payer Questionnaires, obtaining signatures on consent and financial forms, counseling patients on non-covered services, monitoring the waiting area, responding to patient concerns and safety issues, and maintaining an orderly registration desk and waiting area. Scheduling: Initiating patient scheduling activities, utilizing various information sources to schedule, reschedule, and cancel appointments, establishing working relationships with clinical departments, understanding and applying unique scheduling protocols, ensuring all required patient information is captured and verified, and communicating issues that may impact appointment timeliness and accuracy. Pre-Registration: Efficiently registering patients, capturing and verifying all required information, ascertaining and assigning the guarantor, identifying, recording, and verifying patient insurance coverage, applying the appropriate guarantor and insurance to each visit, and communicating financial clearance status to patients.

Requirements

High school degree or equivalent.
Experience with computer systems required, including web-based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint, or Access.
Able to work successfully in a fast-paced, multi-task environment, where some independent decision-making is necessary.
Able to process electronic information and data accurately and efficiently.

Nice To Haves

Associate’s degree preferred.
Call Center and/or telephone customer service experience
Strong typing skills 40+wpm.
Knowledge of medical terminology
Bilingual written and verbal communication skills
Familiar with EHR Software

Responsibilities

Registers patients presenting for visits.
Explains the registration process to patients and responds to patient questions.
Processes patient co-payments, co-insurance, deductibles, and balances due.
Safeguards cash, checks and receipts and reconciles cash drawer at the end of each business day.
Assists patients with Kiosk check-in as needed.
Completes the Medicare Secondary Payer Questionnaire for each patient and adjusts patient coverage based on results.
Instructs patients and obtains signatures on consent forms, financial forms, and other documents required by the clinical department; distributes documents to patients; scans, processes, and records receipt of all documents collected during registration encounter.
Counsels patients regarding non-covered services, obtaining signatures on Advance Notice Beneficiaries (ABNs), consents and waivers.
Monitors patient waiting area for a smooth, efficient registration flow.
Advises patients of potential delays and takes steps to ensure a pleasant patient experience.
Responds to patient concerns and potential patient safety issues accordingly.
Recognizes health conditions that are a possible risk to others and adheres to appropriate established procedures to help contain risk.
Assures a neat, orderly registration desk and patient waiting area, securing all confidential patient information.
Initiates patient scheduling activities by prioritizing and accessing a variety of sources, including patient phone calls and digital messaging, orders, scheduled order work queues.
Utilizes a variety of information sources to schedule, reschedule, and cancel patient appointments.
Establishes working relationships with staff of assigned clinical departments.
Understands and correctly applies unique clinical department scheduling protocols.
Remains current on scheduling protocols and applies judgment, or seeks management assistance, to ensure safe patient care when clinical department scheduling protocols do not meet patient needs.
Ensures all required key patient scheduling and registration information is captured and verified.
Identifies and communicates to Patient Access management issues that may impact the timeliness and accuracy of patient appointments and subsequent patient care.
Strictly follows confidentiality and equipment security and safeguarding guidelines when working in a remote setting.
Maintains productivity, quality, and accuracy levels and communicates regularly with the Supervisor and Manager.
Efficiently registers patients, capturing and verifying all required information in order to identify the patient, contact the patient, and receive proper reimbursement for services on initial claim submission.
Ascertains, creates, and assigns the guarantor for each patient, including personal/family relations, workers compensation insurance, third parties, behavioral health, or others as required.
Identifies records and verifies patient insurance coverage using real-time eligibility (RTE); reviews the insurer’s response to each verification request and takes appropriate action based on this response.
Applies the appropriate guarantor and insurance to each patient visit.
Communicates financial clearance status to patients.
Advises patients of contract status, self-pay status, and payment responsibility and schedules patients with Financial Counseling as needed.