Patient Service Representative I - Part-Time, Evenings - Westford Urgent Care

Tufts Medicine•Chelmsford, MA

3d•$20 - $25•Onsite

About The Position

This entry-level position supports revenue cycle operations and patient access by performing administrative and financial-clearance duties that help patients obtain clinical services. The role collects and documents demographic, clinical, and financial information; schedules services and supports referrals; and helps ensure patients are registered and financially cleared. The representative interviews inpatients and outpatients in a courteous, professional manner to obtain complete registration information. Responsibilities include verifying insurance and benefits, completing required authorizations or notifications, informing patients of financial liabilities, and collecting and posting patient payments. The role also documents financial information and supports patients who may qualify for state-sponsored financial assistance. This is a part-time, onsite role at Westford Urgent Care, working 20 hours per week: Monday, Tuesday, Thursday, and Friday from 4 PM to 8 PM, plus every other Saturday and Sunday from 4 PM to 8 PM. The employee must attend one full-time week of daytime training/orientation, Monday through Friday, and work at least one summer holiday.

Requirements

High school diploma or equivalent.
Computer literacy, including familiarity with word-processing documents, Excel spreadsheets, and email applications, and ability to learn new applications including 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.
Experience using computer-based patient-registration systems.
Thorough understanding of private insurance, Medicare, and Medicaid programs.
Knowledge of medical terminology.
Excellent organizational skills and attention to detail; ability to prioritize work and remain flexible with assignments.
Ability to attend one full-time week of daytime training/orientation, Monday through Friday.
Availability for the stated part-time schedule, including every other weekend and at least one summer holiday.

Nice To Haves

One year of experience in customer service, hospital registration, a medical office, insurance, or a related setting.

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 verify coverage through electronic tools or directly with payors.
Obtain treatment consents and authorizations, and explain signature requirements clearly to patients and their representatives.
Verify insurance eligibility, ensure appropriate plan codes are entered, and identify potential coverage concerns.
Collect information for auto and workers’ compensation registrations and document when information is unavailable.
Notify patients of financial liabilities based on insurance benefits, coverage limits, and appointment- or procedure-specific charges.
Collect patient payments according to time-of-service policies and prescribed communication scripts; understand the use of credit-card devices and accepted card types.
Post collected payments in the system of record and verify accuracy and volume 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 required authorizations, pre-certifications, referrals, and notifications; attach verification to patient accounts and document information in the system of record.
Provide excellent customer service and professional courtesy to patients; interact courteously with physicians, nursing units, and office staff.
Maintain confidentiality of hospital financial information in accordance with hospital policy and applicable state and federal regulations, including HIPAA.
Meet area-specific productivity and customer-service benchmarks, including wait times, call-monitoring scores, and registration or call volumes.