Patient Access Representative; 8am-4:30pm M-F. Milton, MA

Beth Israel Lahey Health•Milton, GA

8d•$21 - $28•Onsite

About The Position

The Patient Access Representative is part of Beth Israel Lahey Health’s Patient Access and System Services team. The role supports an efficient, welcoming patient experience while protecting confidentiality and preserving patient safety. It performs registration, scheduling, and pre-registration functions electronically, by telephone, or in person, ensuring accurate patient financial and demographic information is obtained and processed so the organization can be reimbursed for services. The representative responds to patient questions and requests efficiently, aiming for first-call resolution or making appropriate referrals. 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. The position is located in Milton, Massachusetts, and the listed schedule is 8:00 a.m.–4:30 p.m., Monday through Friday. The base hourly pay range is $20.50–$27.59. Beth Israel Lahey Health requires staff to be vaccinated against influenza as a condition of employment.

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 such as Outlook, Word, Excel, PowerPoint, or Access.
Ability to work successfully in a fast-paced, multitask 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.
Strong typing skills 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 at the end of each business day; and assist patients with kiosk check-in as needed.
Complete the Medicare Secondary Payer Questionnaire for each patient and adjust coverage based on the results.
Explain and obtain signatures on consent, financial, and other required forms; distribute documents; and scan, process, and record documents collected during registration.
Counsel patients regarding non-covered services and obtain signatures on Advance Notice Beneficiaries (ABNs), consents, and waivers.
Monitor the patient waiting area and registration flow, advise patients of potential delays, and take steps to support a pleasant patient experience.
Respond appropriately to patient concerns and potential safety issues; recognize health conditions that may pose a risk to others and follow procedures to help contain risk.
Maintain an orderly registration desk and waiting area and secure confidential patient information.
Initiate patient scheduling by prioritizing and accessing sources such as patient 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.
Build working relationships with assigned clinical department staff and correctly apply department-specific scheduling protocols.
Stay current on scheduling protocols and use judgment or seek management assistance when protocols do not meet patient needs.
Capture and verify required scheduling and registration information, including referring physician, insurance, demographic, and contact information.
Communicate to Patient Access management issues that may affect appointment timeliness, accuracy, or subsequent patient care.
When working remotely, follow confidentiality, equipment-security, and safeguarding guidelines; maintain productivity, quality, and accuracy levels; 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 personal or family relationships, 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; schedule patients with Financial Counseling as needed.