Patient Access Representative; rotating days and weekend. Per Diem. Needham, MA
About The Position
The Patient Access Representative is part of Patient Access and the Beth Israel Lahey Health System Services team. The role helps ensure that patients can access healthcare efficiently and feel welcomed, while protecting confidentiality and patient safety. It supports an accurate, safe, customer-focused registration process electronically, by phone, and in person. The representative collects and processes patient financial and demographic information to support reimbursement for clinical services, and responds to questions and requests accurately, ideally resolving them on the first call or referring them appropriately. Extensive training, including electronic health record training, is provided. The team works in a fast-paced, collaborative environment. This is a per diem position in Needham, Massachusetts, with rotating days and weekends. Operating hours are 6:30 a.m.–8:30 p.m. Monday through Friday and 7:00 a.m.–5:00 p.m. on weekends, including holidays.
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 such as Outlook, Word, Excel, PowerPoint, or Access.
- Ability to work successfully in a fast-paced, multitasking environment requiring some independent decision-making.
- 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 arriving for visits, explain the registration process, and answer questions.
- Process patient co-payments, co-insurance, deductibles, and outstanding balances; safeguard funds and receipts; and reconcile the cash drawer at the end of each business day.
- Assist patients with kiosk check-in as needed.
- Complete Medicare Secondary Payer Questionnaires and adjust patient coverage based on the results.
- Explain required forms, obtain patient signatures, distribute documents, and scan, process, and record documents collected during registration.
- Counsel patients about non-covered services and obtain signatures on Advance Beneficiary Notices, consents, and waivers.
- Monitor the waiting area, support efficient registration flow, advise patients about delays, and help maintain a pleasant patient experience.
- Respond appropriately to patient concerns and potential safety issues, including following established procedures when health conditions may pose a risk to others.
- Maintain an orderly registration desk and waiting area and secure confidential patient information.
- Initiate and manage patient scheduling using sources such as phone calls, 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.
- Work 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.
- Capture and verify required scheduling and registration details, 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 and maintain productivity, quality, and accuracy while communicating regularly with the Supervisor and Manager.
- Register patients efficiently and verify information needed to identify and contact them and support proper reimbursement on the initial claim submission.
- Determine, create, and assign guarantors as appropriate, including personal or family guarantors, workers' compensation, third parties, and behavioral health.
- Verify insurance coverage using real-time eligibility, 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 responsibilities to patients, and schedule Financial Counseling when needed.
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What This Job Offers
Education Level
High school or GED
