Patient Access Representative; rotating days and weekend. Per Diem. Needham, MA

Beth Israel Lahey Health•Needham, MA

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 patient experience while respecting confidentiality and preserving patient safety. It performs registration and scheduling functions electronically, by telephone, or in person, obtains and processes patient financial and demographic information, and helps ensure accurate reimbursement for clinical services. The representative responds to patient questions and requests, seeks first-call resolution where possible, and makes appropriate referrals when needed. Extensive training, including training on the Electronic Health Record (EHR), is provided. The team works in a fast-paced, collaborative environment. This is a per-diem role with rotating days and weekends. The service is open 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.
1–3 years of related work experience.
Experience using 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.
Must meet BILH’s influenza vaccination requirement as a condition of employment.

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, explain the registration process, and respond to patient questions.
Process patient co-payments, co-insurance, deductibles, and balances; safeguard cash, checks, and receipts; reconcile the cash drawer; and assist with kiosk check-in as needed.
Complete Medicare Secondary Payer Questionnaires and adjust patient 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 about non-covered services and obtain signatures on Advance Beneficiary Notices (ABNs), consents, and waivers.
Monitor the patient waiting area, advise patients of potential delays, and support an orderly, pleasant registration flow.
Respond appropriately to patient concerns and potential safety issues, recognize health conditions that may pose a risk to others, and follow established procedures to help contain risk.
Maintain an orderly registration desk and waiting area and secure confidential patient information.
Initiate and carry out 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 questionnaires, offline materials, and subgroup searches.
Develop working relationships with assigned clinical departments and correctly apply their 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 and equipment-security requirements, maintain productivity, quality, and accuracy, and communicate regularly with the Supervisor and Manager.
Efficiently pre-register patients 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 relations, workers’ compensation, third parties, behavioral health, or other applicable parties.
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 patients with Financial Counseling as needed.