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

Beth Israel Lahey Health•Exeter, CA

13d•$19 - $26•Onsite

About The Position

The Patient Access Representative supports an efficient, welcoming, and confidential patient experience while helping preserve patient safety. The role performs registration functions electronically, by telephone, or in person; obtains and processes accurate patient financial and demographic information; and supports appropriate reimbursement for clinical services. The representative responds to patient questions and requests, aiming for first-call resolution or referring patients to the appropriate department. Extensive training, including training on the electronic health record (EHR), is provided. The team works in a fast-paced, collaborative environment to help patients navigate their healthcare journey. Responsibilities include registering patients, explaining registration procedures, processing payments, completing required questionnaires and forms, maintaining registration-area flow, and protecting confidential information. The representative also schedules, reschedules, and cancels appointments using established clinical department protocols; verifies required scheduling and registration information; and communicates issues that may affect appointment timeliness or patient care. Pre-registration duties include verifying patient identity, contact details, guarantor assignments, insurance coverage, and financial clearance status, and advising patients about payment responsibilities.

Requirements

High school diploma or GED.
1–3 years of related work experience.
Experience with computer systems, including web-based applications and Microsoft Office applications, which may include 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 and explain registration procedures, answering questions about the process.
Process co-payments, co-insurance, deductibles, and balances; safeguard funds and receipts; and reconcile the cash drawer at the end of each business day.
Assist patients with kiosk check-in as needed.
Complete the Medicare Secondary Payer Questionnaire for each patient and adjust 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 Beneficiary Notices, consents, and waivers.
Monitor the patient waiting area, support efficient registration flow, advise patients about potential delays, and take steps to promote a positive experience.
Respond appropriately to patient concerns and potential safety issues, following procedures for health conditions that may pose risk to others.
Maintain an orderly registration desk and waiting area and secure confidential patient information.
Initiate and perform scheduling activities using patient calls and digital messages, orders, scheduled-order work queues, questionnaires, other materials, and subgroup searches.
Schedule, reschedule, and cancel appointments in accordance with clinical department protocols; stay current on protocols and seek management assistance when needed to support safe care.
Build working relationships with assigned clinical department staff and apply department-specific scheduling protocols correctly.
Capture and verify required scheduling and registration information, including referring physician, insurance, demographic, and contact information.
Communicate Patient Access management issues that may affect appointment timeliness, accuracy, or subsequent patient care.
When working remotely, follow confidentiality and equipment security safeguards, maintain productivity, quality, and accuracy, and communicate regularly with the Supervisor and Manager.
Pre-register patients by capturing and verifying information needed for identification, contact, and accurate initial claims.
Determine, create, and assign patient guarantors, including personal or family relations, workers’ compensation, third parties, and behavioral health as required.
Verify insurance coverage using real-time eligibility, 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; schedule patients with Financial Counseling as needed.