Every Other Weekends (8:30a-5p)

Beth Israel Lahey Health•Burlington, VT

9d•$21 - $28•Onsite

About The Position

The Patient Access Representative works in Patient Access as a member of the Beth Israel Lahey Health System Services team, supporting an efficient, welcoming, safe, and confidential patient experience. The role performs administrative functions that support accurate, customer-focused patient registration, whether electronically, by telephone, or in person. It obtains and processes patient financial and demographic information so the organization can receive appropriate reimbursement for clinical services. The representative responds to patient questions and requests, aims to resolve them on the first call, and makes appropriate referrals when needed. Extensive training, including Electronic Health Record (EHR) training, is provided. The team works in a fast-paced, collaborative environment helping patients navigate their healthcare journey. The position is described as full-time, working days in the Emergency Department, with every other weekend. The posting gives two different schedules: the title lists 8:30 a.m.–5 p.m., while the description states 7 a.m.–3:30 p.m. The role includes patient registration, payment processing, document collection, monitoring registration flow and patient waiting areas, appointment scheduling, and pre-registration. It also verifies demographic and insurance information, assigns guarantors and coverage, communicates financial clearance and payment responsibilities, and schedules patients with Financial Counseling when needed. Staff must safeguard confidential patient information and equipment, follow established safety and security procedures, and maintain required productivity, quality, and accuracy levels.

Requirements

High school degree or equivalent.
One to three 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.
Must meet Beth Israel Lahey Health's requirement that staff be vaccinated against influenza as a condition of employment.

Nice To Haves

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

Responsibilities

Register patients presenting for visits, explain the registration process, and respond to patient questions.
Process patient 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 the Medicare Secondary Payer Questionnaire for each patient and adjust coverage based on the results.
Explain required consent and financial documents, obtain signatures, distribute documents, and 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 to support an orderly registration flow, advise patients of potential delays, and help ensure a pleasant patient experience.
Respond appropriately to patient concerns and potential safety issues, recognize conditions that may pose a risk to others, and follow procedures to help contain risk.
Keep the registration desk and waiting area orderly and secure confidential patient information.
Initiate scheduling activities 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 online 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, and seek management assistance when protocols do not meet patient needs safely.
Capture and verify required 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.
When working remotely, follow confidentiality and equipment-security guidelines; maintain productivity, quality, and accuracy levels; and communicate regularly with the Supervisor and Manager.
Register patients efficiently by capturing and verifying information needed to identify and contact patients and support proper reimbursement on the initial claim submission.
Determine, create, and assign each patient's guarantor, including personal or family relations, workers' compensation insurers, third parties, behavioral health, or other applicable parties.
Identify records and verify 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, and schedule patients with Financial Counseling as needed.