Patient Service Representative I - 2nd Shift, Full-Time

Tufts Medicine•Lowell, MA

5d•$20 - $25•Onsite

About The Position

This entry-level position supports revenue cycle operations and patient access by performing administrative and financial-clearance duties for inpatient and outpatient services. The representative interviews patients courteously and professionally to obtain accurate registration information, records demographic and financial data, and completes pre-service collection of patient liabilities. The role also verifies insurance and benefits eligibility and obtains required authorizations, pre-certifications, referrals, or notifications. The position is onsite at Lowell General Hospital – Main Campus and works 40 hours per week, Monday through Friday, from 3:00 PM to 11:30 PM. Day-shift training, Monday through Friday from 8:30 AM to 5:00 PM, is required for the first three weeks. At least one winter and one summer holiday must be worked. The role is typically closely supervised and follows routine procedures. It requires courteous communication with patients, representatives, physicians, nursing units, office staff, and insurers; accurate documentation and payment posting; and compliance with hospital policies and applicable privacy regulations. Pay range is $20.12–$25.15, based on full-time equivalent.

Requirements

High school diploma or equivalent.
Availability for weekday day-shift training from 8:30 AM to 5:00 PM for the first three weeks.
Ability to work at least one winter and one summer holiday.
Computer literacy, including familiarity with word-processing documents, spreadsheets, and email, and ability to learn new applications such as the organization’s EHR.
Ability to perform accurate data entry.
Strong customer-service, interpersonal, and telephone skills.
Tact in frequent interactions with patients, physicians, and insurance companies.
Excellent organizational skills and attention to detail; ability to prioritize work and adapt to assignments.
Ability to maintain confidentiality and follow applicable privacy requirements.

Nice To Haves

One year of experience in customer service, hospital registration, a medical office, insurance, or a related setting.
Experience using computer-based patient registration systems.
Thorough understanding of private insurance, Medicare, and Medicaid programs.
Knowledge of medical terminology.

Responsibilities

Conduct pre-registration for specified inpatients and outpatients, collecting demographic, financial, and clinical information needed for financial clearance.
Obtain missing insurance information from patients’ families or physician offices and complete insurance verification through electronic tools or direct contact with payors.
Obtain treatment consent and required authorizations, explaining signature requirements clearly to patients and representatives.
Verify insurance coverage and eligibility, ensure appropriate plan codes are entered, and identify possible coverage concerns.
Collect information for auto and workers’ compensation registrations and document reasons when complete information is unavailable.
Inform patients of financial liabilities based on insurance benefits, coverage limits, and appointment- or procedure-specific charges.
Collect patient payments according to applicable policies and procedures, using credit card devices as appropriate and following prescribed scripting.
Post collected payments in the system of record and verify that amounts and volumes are recorded accurately and in accordance with department guidelines.
Provide Financial Counselor contact information to patients who may qualify for state-sponsored financial assistance and document relevant financial information.
Obtain authorizations, pre-certifications, referrals, or notifications as necessary; attach verification to patient accounts and document details in the system of record.
Provide excellent customer service and professional courtesy to patients.
Interact courteously and professionally with physicians, nursing units, and office staff.
Maintain confidentiality of hospital financial information in accordance with hospital policy and applicable regulations, including HIPAA Privacy and Security Standards.
Meet area-specific productivity and customer-service benchmarks, such as wait times, call-monitoring scores, and registration or call volumes.