Patient Access Representative - Exeter, NH (in-person position)

Beth Israel Lahey Health•Exeter, CA

4d•$19 - $26•Onsite

About The Position

This position ensures that the patient's experience in accessing healthcare is efficient and welcoming, while respecting patient confidentiality and preserving patient safety. The role performs a variety of functions to support an accurate, safe, and customer-focused registration process, either electronically, telephonically, or in person. The Patient Access Representative ensures that all proper patient financial and demographic information is obtained and processed for reimbursement. The role handles patient questions and requests accurately and efficiently, aiming for first-call resolution or appropriate referrals. 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.

Requirements

High School diploma or GED, required.
1-3 years related work experience.
Experience with computer systems required, including web-based applications and Microsoft Office applications (Outlook, Word, Excel, PowerPoint, or Access).
Able to work successfully in a fast-paced, multi-task environment, where some independent decision making is necessary.
Able to process electronic information and data accurately and efficiently.

Nice To Haves

Associate's degree, preferred.
Call center and/or telephone customer service experience.
Strong typing skills, 40+ wpm.
Knowledge of medical terminology.
Bilingual written and verbal communication skills.
Familiar with EHR software.

Responsibilities

Registers patients presenting for visits, explains the registration process, and responds to patient questions.
Processes patient co-payments, co-insurance, deductibles, and balances due; safeguards cash, checks, and receipts, and reconciles cash drawer.
Completes the Medicare Secondary Payer Questionnaire for each patient and adjusts patient coverage.
Instructs patients and obtains signatures on consent forms, financial forms, and other required documents; scans, processes, and records receipt of all documents.
Counsels patients regarding non-covered services, obtaining signatures on Advance Beneficiary Notices (ABNs), consents, and waivers.
Monitors patient waiting area for a smooth, efficient registration flow, advising patients of potential delays.
Responds to patient concerns and potential patient safety issues accordingly, recognizing health conditions that may pose a risk and adhering to established procedures.
Assures a neat, orderly registration desk and patient waiting area, securing all confidential patient information.
Initiates patient scheduling activities by prioritizing and accessing various sources, including patient phone calls, digital messaging, orders, and work queues.
Utilizes various information sources to schedule, reschedule, and cancel patient appointments.
Establishes working relationships with staff of assigned clinical departments and understands/applies unique clinical department scheduling protocols.
Remains current on scheduling protocols and applies judgment or seeks management assistance to ensure safe patient care when protocols do not meet patient needs.
Ensures all required key patient scheduling and registration information is captured and verified, including referring physician information, insurance coverage, demographics, and contact information.
Identifies and communicates Patient Access management issues that may impact the timeliness and accuracy of patient appointments and subsequent patient care.
Strictly follows confidentiality and equipment security and safeguarding guidelines when working in a remote setting.
Maintains productivity, quality, and accuracy levels and communicates regularly with the Supervisor and Manager.
Efficiently registers patients, capturing and verifying all required information to identify the patient, contact the patient, and receive proper reimbursement.
Ascertains, creates, and assigns the guarantor for each patient, including personal/family relations, workers' compensation insurance, third parties, behavioral health, or others as required.
Identifies, records, and verifies patient insurance coverage using real-time eligibility (RTE); reviews the insurer’s response and takes appropriate action.
Applies the appropriate guarantor and insurance to each patient's visit.
Communicates financial clearance status to patients, advises of contract status, self-pay status, and payment responsibility, and schedules patients with Financial Counseling as needed.