Patient Access Representative 40 Hrs, Scheduling; varying shifts between 7am - 5:30pm

Beth Israel Lahey Health•Burlington, VT

2d•$21 - $28

About The Position

The Patient Access Representative works in Patient Access as part of the Beth Israel Lahey Health (BILH) System Services team. The role helps ensure that patients can access healthcare efficiently and welcomingly while protecting confidentiality and preserving patient safety. The representative supports an accurate, safe, customer-focused registration process electronically, by telephone, or in person, obtaining and processing the patient financial and demographic information needed for reimbursement. They handle patient questions and requests accurately and efficiently, aiming for first-call resolution or referring patients to appropriate departments. The role includes extensive training, including Electronic Health Record (EHR) training, and is performed in a fast-paced, collaborative environment. This is a full-time position with benefits. The schedule is Monday through Friday, with flexibility for day-shift hours between 7:00 a.m. and 5:00 p.m.; the posting title also describes varying shifts between 7:00 a.m. and 5:30 p.m. Responsibilities include patient registration, processing payments, collecting required documents and signatures, maintaining an orderly registration area, scheduling and rescheduling appointments, verifying patient information and insurance coverage, and communicating financial clearance information to patients. Remote work, when applicable, requires following confidentiality and equipment-security guidelines and maintaining productivity, quality, and accuracy.

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.

Nice To Haves

Associate’s degree.
Call center and/or telephone customer service experience.
Typing speed of 40 words per minute or more.
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 patients with kiosk check-in as needed.
Complete Medicare Secondary Payer Questionnaires and adjust patient coverage based on the results.
Obtain patient signatures on required consent, financial, and other clinical-department documents; distribute, scan, process, and record collected documents.
Counsel patients about non-covered services and obtain signatures on Advance Notice Beneficiaries (ABNs), consents, and waivers.
Monitor the waiting area to support efficient registration flow, inform patients of potential delays, and help ensure a pleasant experience.
Respond appropriately to patient concerns and potential safety issues, including following procedures when health conditions may pose a risk to others.
Maintain an orderly registration desk and waiting area and secure confidential patient information.
Initiate scheduling by prioritizing and accessing patient calls, digital messages, orders, and scheduled-order work queues.
Schedule, reschedule, and cancel appointments using available information sources, including questionnaires, offline materials, and subgroup searches.
Build working relationships with assigned clinical departments and apply their scheduling protocols correctly.
Stay current on scheduling protocols, use judgment, and seek management assistance when protocols do not meet patient needs and safe care may be affected.
Capture and verify required patient scheduling and registration information, 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 safeguards, maintain productivity, quality, and accuracy, and communicate regularly with the Supervisor and Manager.
Register patients efficiently and capture and verify information needed to identify and contact them and support proper reimbursement on initial claim submission.
Determine, create, and assign the appropriate guarantor for each patient, including family or personal relations, workers' compensation, third parties, behavioral health, or other applicable cases.
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 responsibilities to patients; schedule patients with Financial Counseling as needed.