Patient Access Rep

Baystate Health•Springfield, MA

About The Position

In collaboration with the multidisciplinary care team, the Patient Access Rep performs administrative tasks that support exceptional, patient-centered care, including reception, registration, demographic and insurance verification, and answering and directing telephone calls. The role requires strong customer service with patients and the multidisciplinary team. At Level II, the employee works independently under the supervision of the Practice Supervisor or Manager. The position supports patients throughout their visit, from arrival and registration through checkout and follow-up scheduling. It also handles insurance verification, payments, appointment management, telephone and written communications, documentation, and physician schedules. Depending on practice needs, responsibilities may be specialized or include additional tasks, and the employee may be required to float to or cross-train in other practices or departments. If approved, the employee may provide interpreter and translation services for clinical and social services staff, patients, and families. The role includes accurately interpreting medical information, explaining cultural differences, translating brief instructions, spot-translating documents, and completing an annual translation evaluation.

Requirements

Experience or education equivalent to that generally received through high school graduation.
Knowledge of medical terminology, keyboarding, Microsoft Office products, scheduling systems, medical records (electronic and paper), billing, basic math, language, reading and writing, and customer service.
If applicable, validate interpretation and translation skills and attend required interpreter in-service meetings.

Nice To Haves

18 months of preferred work experience.

Responsibilities

Greet patients promptly and warmly, verify the reason for the visit in the system to maintain confidentiality, gather or verify demographic information, confirm referrals or pre-authorizations, and inform patients of provider delays or status updates.
Maintain the waiting area and its reading materials and play areas, direct patients and families to amenities, and address concerns or suggest ways to improve the patient experience.
Request proof of insurance and verify coverage using appropriate systems; initiate contact for financial counseling; help patients complete medical release forms; and understand insurance coverage and billing for Part A and Part B.
Request, accept, and document co-payments and account payments; provide receipts and change; secure the cash drawer; prepare daily deposits and deposit slips; and reconcile collections and billing information.
Maintain working relationships with coworkers, providers, agencies, and ancillary services; exchange information in compliance with policies and regulations; communicate cheerfully and with cultural awareness; and manage difficult conversations.
At checkout, review patient information, arrange follow-up or next visits, provide referrals, timestamp the patient's departure in the appropriate systems, and offer a departure summary to every patient.
Answer telephone calls promptly and courteously, route calls or create messages in the system, and handle administrative messages by responding or directing calls appropriately.
Schedule new, follow-up, and walk-in appointments according to practice guidelines; avoid creating duplicate medical record numbers; make reminder calls; and manage cancellations, wait lists, and no-shows.
Open, sort, and distribute incoming mail and faxes daily according to practice guidelines.
Print orders, letters, or one- to two-page medical records; assist with or direct requests for larger records to Health Information Management; obtain required releases or approvals; and prepare documents for scanning.
Manage physician schedules in accordance with practice guidelines and work with physicians and the practice manager or supervisor to schedule or reschedule appointments to meet patient or practice needs.
Understand and comply with office procedures and policies, and recommend changes to improve quality, efficiency, or the patient experience.
When approved, provide interpreter services for nurses, providers, and social services staff; accurately interpret questions, information, and instructions, including medical terminology; explain cultural differences; translate brief provider instructions for patients or families; spot-translate written documents; and complete one translation evaluation annually.
Perform other practice-specific duties, which may include preparing rosters or scheduling surgery, and float to or cross-train in other practices or departments as required by organizational and patient needs.