Patient Access Representative; 8am - 4:30pm M-F; Cambridge

Beth Israel Lahey Health•Cambridge, MA

2d•$21 - $28•Onsite

About The Position

The Patient Access Representative works in Patient Access as part of Beth Israel Lahey Health (BILH) System Services. The role supports an efficient, welcoming, and confidential patient experience while preserving patient safety. It performs administrative functions for accurate, safe, and customer-focused registration, whether electronically, by telephone, or in person. The representative collects and processes patient financial and demographic information to support reimbursement for clinical services, responds to patient questions and requests, aims for first-call resolution, 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 to help patients navigate their healthcare journey. Responsibilities include registering patients, collecting and safeguarding payments, completing coverage questionnaires, obtaining and processing required documentation, supporting safe and orderly patient flow, and addressing patient concerns. The representative also schedules, reschedules, and cancels appointments; follows department-specific scheduling protocols; verifies patient and insurance information; and communicates issues affecting appointments or care. Pre-registration duties include identifying patients and guarantors, verifying insurance eligibility, applying the appropriate guarantor and insurance to visits, and communicating financial clearance and payment responsibilities.

Requirements

High school degree or equivalent.
1–3 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.

Nice To Haves

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

Responsibilities

Register patients, explain the registration process, and respond to patient questions.
Process co-payments, co-insurance, deductibles, and balances; safeguard cash, checks, and receipts; reconcile the cash drawer daily; 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, obtain signatures for, distribute, scan, process, and record required consent, financial, and clinical department documents.
Counsel patients about non-covered services and obtain signatures on Advance Notice Beneficiaries (ABNs), consents, and waivers.
Monitor the patient waiting area, support efficient registration flow, advise patients of delays, and help ensure a pleasant patient experience.
Respond appropriately to patient concerns and potential safety issues, including following procedures for health conditions that may pose a risk to others.
Maintain an orderly registration desk and waiting area and secure confidential patient information.
Initiate and perform appointment 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.
Maintain working relationships with assigned clinical department staff and correctly apply department-specific scheduling protocols.
Stay current on scheduling protocols, use judgment, and seek management assistance when protocols do not meet patient needs or safe-care requirements.
Capture and verify required scheduling and registration information, including referring physician, insurance, demographic, and contact information.
Communicate issues to Patient Access management that may affect appointment timeliness, accuracy, or subsequent patient care.
When working remotely, follow confidentiality and equipment security guidelines, maintain productivity and quality standards, and communicate regularly with the Supervisor and Manager.
Register pre-registration patients efficiently and verify the information needed to identify and contact them and support proper reimbursement on initial claim submission.
Determine, create, and assign the appropriate guarantor, including personal or family relations, workers' compensation, third parties, behavioral health, or other applicable arrangements.
Identify records and verify insurance coverage using real-time eligibility (RTE), 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 responsibility to patients, and schedule Financial Counseling when needed.