Patient Access Representative 24hr Day Shift

Beth Israel Lahey Health•Gloucester, MA

6d•$21 - $28

About The Position

The Patient Access Representative contributes to the hospital’s mission by welcoming and registering patients efficiently and empathetically. As a front desk representative for a rehabilitation department, the role may be the first point of contact for patients and helps make their visit professional and reassuring. The position also supports patient safety and clinical care by verifying patient identifiers and supports reimbursement by collecting accurate insurance information and payments. The representative must be able to work independently. This part-time position is scheduled for 24 hours per week on a day/evening shift. Current schedule needs are Monday through Thursday, 1:30 p.m. to 7:00 p.m. Benefits are based on the regular schedule. Responsibilities include registering patients, explaining the process, collecting and safeguarding payments, processing required forms, supporting kiosk check-in, maintaining an orderly and confidential registration area, and addressing patient concerns and possible safety risks. The representative also schedules, reschedules, and cancels appointments using multiple information sources and follows the assigned clinical departments’ scheduling protocols. Pre-registration duties include verifying patient and insurance information, assigning guarantors and coverage, and communicating financial clearance and payment responsibilities to patients.

Requirements

High school degree or equivalent.
Prior experience in a business setting providing customer service while processing and verifying electronic demographic, financial, or other business-related information and data.
Ability to work successfully in a fast-paced, multitask environment where some independent decision-making is necessary.
Ability to process electronic information and data accurately and efficiently.
Ability to work independently.

Responsibilities

Register patients, explain the registration process, and respond to patient questions.
Process co-payments, co-insurance, deductibles, and outstanding balances; safeguard payments 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.
Obtain patient signatures on consent, financial, and other required forms; distribute, scan, process, and record collected documents.
Counsel patients about non-covered services and obtain signatures on Advance Beneficiary Notices, consents, and waivers.
Monitor the patient waiting area, advise patients of potential delays, and support an efficient and pleasant registration experience.
Complete registrations on inpatient units when information is missing from the original registration.
Respond to patient concerns and potential safety issues, recognize possible health risks to others, and follow established procedures.
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, scheduled-order work queues, and MyChart.
Schedule, reschedule, and cancel appointments using available information sources, including questionnaires, offline materials, and subgroup searches.
Maintain working relationships with assigned clinical departments and correctly apply their scheduling protocols.
Stay current on scheduling protocols, use judgment, and seek management assistance when protocols do not meet patient needs.
Capture and verify key scheduling and registration information, including referring physician, insurance, demographic, and contact information.
Communicate to Patient Access management issues that could affect appointment timeliness, accuracy, or subsequent patient care.
Follow confidentiality and equipment-security guidelines when working remotely, maintain productivity and quality, and communicate regularly with the Supervisor and Manager.
Register patients efficiently and verify required information to identify and contact them and support proper reimbursement on the initial claim.
Determine, create, and assign guarantors for patients, including family, workers’ compensation, third-party, behavioral health, or other arrangements as required.
Verify patient insurance coverage using real-time eligibility, review insurer responses, and take appropriate action.
Apply the appropriate guarantor and insurance coverage to each patient visit.
Communicate financial clearance status, contract or self-pay status, and payment responsibility to patients; schedule Financial Counseling when needed.