Patient Access Representative, Admissions. Sun-Thurs 9:30a-6p
About The Position
The Patient Access Representative works in Patient Access as part of the Beth Israel Lahey Health System Services team. The role supports an efficient, welcoming patient experience while protecting confidentiality and patient safety. It performs registration and scheduling functions electronically, by telephone, and in person, collecting and processing accurate demographic and financial information to support reimbursement for clinical services. The representative responds to patient questions and requests, aiming for first-call resolution or referring them to the appropriate department. Extensive training, including Electronic Health Record (EHR) training, is provided. The team works in a fast-paced, collaborative environment. The position includes patient registration, appointment scheduling, and preregistration. Registration duties include explaining registration, processing payments, collecting required forms and signatures, monitoring patient flow, responding to concerns, and protecting confidential information. Scheduling duties include arranging and changing appointments, applying department-specific protocols, verifying required patient details, and raising issues that could affect timely appointments or care. Preregistration duties include verifying identity, contact and insurance information; assigning guarantors and coverage; checking real-time insurance eligibility; and communicating financial clearance and payment responsibilities. The stated schedule is Sunday through Thursday, 9:30 a.m. to 6:00 p.m. 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, 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 preferred.
- 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 presenting for visits, explain the process, and answer questions.
- Process patient copayments, coinsurance, deductibles, and balances; safeguard cash, checks, and receipts; reconcile the cash drawer daily; and assist with kiosk check-in as needed.
- Complete the Medicare Secondary Payer Questionnaire and adjust coverage based on its results.
- Instruct patients, obtain signatures on required consent and financial forms, distribute documents, and scan, process, and record registration documents.
- Counsel patients about non-covered services and obtain signatures on Advance Beneficiary Notices (ABNs), consents, and waivers.
- Monitor the waiting area and registration flow, advise patients of delays, and support a pleasant patient experience.
- Respond to patient concerns and potential safety issues, and follow procedures to address health conditions that may pose risks to others.
- Maintain an orderly registration desk and waiting area while securing confidential patient information.
- Initiate scheduling using sources such as phone calls, digital messages, orders, and scheduled-order work queues.
- Schedule, reschedule, and cancel appointments using applicable information sources.
- Build working relationships with assigned clinical department staff and apply department-specific scheduling protocols correctly.
- Stay current on scheduling protocols, exercise judgment, and 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 details.
- 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.
- 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, 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; schedule Financial Counseling as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
