Patient Access Representative Radiology. Part Time; evening hours Tues, Wed and Fridays 3-8:30pm

Beth Israel Lahey Health•Needham, MA

About The Position

The Patient Access Representative supports patient access to radiology services by providing an efficient, welcoming, accurate, and customer-focused registration and scheduling experience. The role protects patient confidentiality and safety while obtaining and processing the financial and demographic information required for reimbursement. Patient interactions may take place electronically, by telephone, or in person. The representative answers patient questions and requests, 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. Responsibilities include registering patients; explaining the process; collecting and safeguarding payments; completing required questionnaires and forms; supporting kiosk check-in; monitoring patient flow; responding to concerns and potential safety issues; and maintaining an orderly, secure registration area. Scheduling duties include handling scheduling requests from calls, messages, orders, and work queues; scheduling, rescheduling, and canceling appointments; and applying clinical department protocols. Pre-registration duties include verifying patient, contact, demographic, insurance, and guarantor information; checking real-time eligibility; applying appropriate coverage; and communicating financial clearance and payment responsibilities to patients. This is a part-time position with evening hours on Tuesdays, Wednesdays, and Fridays from 3:00 p.m. to 8:30 p.m. The listed 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, 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 preferred.
Call center and/or telephone customer service experience.
Strong typing skills of 40 or more words per minute.
Knowledge of medical terminology.
Bilingual written and verbal communication skills.
Familiarity with EHR software.

Responsibilities

Register patients and explain the registration process, answering patient questions.
Process patient copayments, coinsurance, deductibles, and balances; safeguard payments 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 and adjust patient coverage based on the results.
Explain, collect, scan, process, and record required consent, financial, and other clinical-department documents and signatures.
Counsel patients regarding non-covered services and obtain required advance notices, consents, and waivers.
Monitor the patient waiting area, advise patients of potential delays, and support an efficient and pleasant registration flow.
Respond appropriately to patient concerns and potential safety issues and follow procedures for managing risks to others.
Maintain an orderly registration desk and waiting area and secure confidential patient information.
Initiate and manage patient scheduling activities using phone calls, digital messages, orders, work queues, questionnaires, offline materials, and searches.
Schedule, reschedule, and cancel appointments using available information sources.
Build working relationships with assigned clinical departments and apply their scheduling protocols correctly.
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 details.
Communicate issues that may affect appointment timeliness, accuracy, or subsequent patient care to Patient Access management.
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 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, and behavioral health as applicable.
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; arrange Financial Counseling appointments as needed.