Patient Service Representative I - 2nd shift, Every Other Weekend

Tufts Medicine•Lowell, MA

6d•$20 - $25•Onsite

About The Position

This entry-level position supports revenue cycle operations and patient access by performing administrative and financial-clearance duties needed to facilitate patient care. The role interviews inpatients and outpatients courteously and professionally to obtain accurate registration data, collect and document demographic and financial information, and complete pre-service collection of patient liabilities or bad debt. It also verifies insurance and benefits eligibility and completes pre-authorization, pre-certification, and notification requirements as needed. The position is onsite at Lowell General Hospital – Main Campus and is scheduled for eight hours per week every other weekend, Saturday and Sunday, from 3:00 PM to 11:30 PM. Availability for day-shift training Monday through Friday, 8:30 AM to 5:00 PM, during the first three weeks is required. At least one winter and one summer holiday must be worked. The role typically follows standard procedures under close supervision and may include other assigned duties.

Requirements

High school diploma or equivalent.
Computer literacy, including familiarity with word-processing documents, spreadsheets, and email, 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 when interacting with patients, physicians, and insurance companies.
Knowledge of private insurance, Medicare, and Medicaid programs.
Knowledge of medical terminology.
Strong organizational skills and attention to detail, with the ability to prioritize work and remain flexible with assignments.
Availability to work every other weekend, Saturday and Sunday, from 3:00 PM to 11:30 PM (eight hours per week).
Availability for Monday–Friday day-shift training from 8:30 AM to 5:00 PM during the first three weeks.
Ability to work at least one winter and one summer holiday.
Frequent sitting, standing, and walking; ability to lift 10–15 pounds.
Ability to reach supply shelves, printers, and copiers; use fine hand movements for computer keyboard operation; see computer screens and read reports; and hear communications from coworkers, physicians, and other clinical staff.

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.

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 insurance electronically or by contacting payors.
Obtain treatment consent and authorizations as needed, explaining signature requirements clearly to patients or their representatives.
Verify insurance coverage and eligibility, apply appropriate plan codes, and identify potential coverage concerns.
Collect information for auto and workers’ compensation registrations and document when information is unavailable or not collected.
Notify patients of financial liabilities based on insurance benefits, coverage limits, and appointment- or procedure-specific charges.
Collect patient payments in accordance with applicable policies and procedures, communicate collection requirements using prescribed scripting, and operate credit-card devices.
Post collected payments in the system of record and verify amounts and volumes in accordance with department guidelines.
Provide Financial Counselor contact information to patients who qualify for state-sponsored financial assistance and document relevant financial information.
Obtain authorizations, pre-certifications, referrals, and notifications as needed; attach verification to patient accounts and document information 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.
Meet area-specific productivity and customer-service benchmarks, such as wait times, call-monitoring scores, and registration or call volumes.