ED Patient Access Rep 40 Hours Eve 3pm-11:30pm M-F U

Boston Medical Center; Boston (MA); On-site; USD 28,929 - 37,195; Full time

Benefits offered by this job

None

Job summary

Boston Medical Center seeks an ED Patient Access Rep to manage fast-paced registration and patient inquiries in the Trauma I Emergency Department. You will handle insurance verification, authorization management, and registrations with WOW technology, ensuring accuracy and courtesy.

The role requires 1–2 years in related healthcare settings, strong English communication, and proficiency in MS Office. You will collaborate with multiple teams to maintain patient flow and accuracy while upholding

Qualifications

• Requires 1–2 years of relevant experience in admitting, medical office, or insurance.
• Must be a high-school graduate or have a GED.
• Strong English communication and patient-centered service.
• Proficiency with Microsoft Office and medical terminology.

Responsibilities

• Registers patients promptly and courteously at ED registration.
• Handles inquiries via phone, email, fax, and mail with empathy.
• Completes full registration using WOW technology and updates demographics.
• Collects copays/deductibles and processes insurance forms as required.
• Updates patient records in Epic, RTE, Trizetto and coordinates with departments.
• Trains new staff and participates in team meetings.

Skills

Empathy in patient interactions

English communication

Phone & email communication

Teamwork

HIPAA knowledge

MS Office

Customer service

Education

High school diploma or GED

Tools

Epic

RTE

Trizetto

WOW (Workstations on Wheels)

Job description

Position Summary

The Patient Services Rep will be responsible for handling inbound and outbound communications for Emergency registration. The Patient Access Rep will handle patient inquiries, follow‑up with patients resolving questions/concerns regarding insurance verification and authorization management. Conduct registration duties in a very fast‑paced, high‑acuity Trauma I Emergency Department. Must be comfortable working with varied medical, traumatic, and psychiatric issues.

Position

ED Patient Access Rep

Department

Patient Access Services

Schedule

Full Time, 40 Hours – Evening 3:00 pm–11:30 pm, Monday‑Friday

Essential Responsibilities / Duties

• Registers patients in a prompt, efficient and courteous manner. Greets all patients and identifies self.
• Identifies the patient appropriately at registration by reviewing government‑issued documents (e.g., driver’s license, passport).
• Prepares patient ID band and places it on the patient’s wrist during registration.
• Performs full registration activities at the patient’s bedside utilizing Workstations on Wheels (WOW) technologies—computer, scanners, signature pads, etc.
• Reviews and completes all patient demographic information and required data.
• Obtains signatures on all necessary insurance forms, consents, Medicare Rights, and Health Care Proxy forms where required.
• Communicates with patients and staff using multiple advanced communication tools, including phone calls, emails, faxes, and mail.
• Answers and resolves patient inquiries in a professional, empathetic, patient‑centered way, using effective listening, written and verbal communication skills.
• Utilizes established department guidelines to ensure patient issues are addressed in a timely manner and, when necessary, transfers the call to the appropriate person for additional consultation.
• Collaborates with the Security Department to ensure accuracy in documenting and verifying patient valuables.
• Sustains proficiency in department downtime procedures and the patient tracking system.
• Collects copays or deductibles as required.
• Provides accurate and detailed information and updates patients’ records using the various management information systems used at BMC (Epic, RTE, Trizetto, Payor Sites, etc.).
• Demonstrates highly developed interpersonal skills to relate to patients of all ages, staff members, physicians, and visitors, negotiating effective working relationships and developing positive conflict resolutions. Maintains a strong customer‑service orientation.
• Ensures strong organizational skills to manage multiple tasks simultaneously and prioritize effectively.
• Maintains confidentiality by protecting the integrity of confidential information.
• Identifies opportunities to improve work processes and environmental standards, and stays current on new developments in health care.
• Escalates appropriately any issues that fall outside existing protocols or processes to meet patient needs.
• Attends scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, or other relevant training sessions, as directed by the manager.
• Assists in training and orientation of new personnel under the direction of a manager and/or supervisor.
• Participates in staff meetings and is expected to identify process issues that obstruct a positive patient experience.

General Duties and Standards

• Adapts to changes in departmental needs, including offering assistance to other team members, floating, adjusting assignments, and scheduling.
• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights and HIPAA/privacy rules, to provide excellent customer service and patient care.
• Utilizes hospital behavioral standards as the basis for decision making and to support the department and hospital mission and goals.
• Follows established hospital infection control and safety procedures.
• Performs other duties as needed.

Job Requirements

Education

Must be a high‑school graduate or have a GED.

Certificates, Licenses, Registrations Required

None

Experience

Required: 1–2 years of relevant experience (at least one in admitting, medical office, managed care, or insurance). Preferred: additional training as a Medical Assistant, Pharmacy Technician, or other relevant healthcare background.

Knowledge and Skills

• Must understand computer, office, and medical terminology.
• Must be comfortable explaining medical terminology and healthcare issues to patients with empathy.
• Ability to empathize with and coach patients navigating the healthcare system.
• Effective interpersonal skills to work with a diverse group of professionals in a team environment.
• Excellent English communication skills (oral and written), including phone, email, and other communications.
• Comfortable using multiple advanced communication tools (phone, online chat, email, fax, mail).
• Basic computer skills and knowledge of Microsoft Office applications (Word, Excel, Outlook) and document work in a professional manner.
• Strong interpersonal skills and ability to work well in a team environment.

Compensation Range

$21.15–$27.36 per hour. This range reflects an estimate based on minimum job qualifications. Compensation is determined through a comprehensive approach that considers education, experience, and relevant licensure or certifications. BMCHS offers generous total compensation, including medical, dental, vision, pharmacy benefits; contract increases; Flexible Spending Accounts; 403(b) savings match; earned‑time cash out; paid time off; career advancement opportunities; and resources to support employee and family well‑being.

Equal Opportunity Employer/Disabled/Veterans

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