Emergency Dept. Patient Access Rep, Evening

Boston Medical Center; Boston (MA); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading healthcare provider in Boston is seeking an Emergency Department Patient Access Representative. This role involves managing patient registrations, assisting with insurance inquiries, and delivering exceptional customer service in a fast-paced trauma environment. Ideal candidates should possess relevant experience and have a strong understanding of medical terminology while being able to work effectively in a high-stress setting.

Qualifications

• 1-2 years of relevant experience in healthcare required.
• Understanding of medical terminology and ability to communicate effectively.
• Ability to empathize with patients in a high-pressure environment.

Responsibilities

• Conduct patient registration in a fast-paced emergency department.
• Handle patient inquiries and resolve issues regarding insurance verification.
• Deliver outstanding customer service to both internal and external customers.

Skills

Customer Service

Interpersonal Skills

Medical Terminology

Communication

Computer Skills

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Position: Emergency Department Patient Access Rep

Department: Patient Access Services, Menino Pavilion

Schedule: Full Time, 40 Hours Mon - Fri 3:00pm to 11:30pm

It is important to note:

• Must be comfortable working in proximity to patients with varied medical, traumatic and mental health issues.




• Team Members rotate patient registration assignments into clinical treatment areas at the patient bedside, as well as at the central registration desk.




• Required to conduct patient registration duties in a very fast paced, high acuity Trauma I Emergency Department.




• On occasion, Team Members may be asked to cover additional hours on the schedule to ensure adequate coverage and to support patient flow.

POSITION SUMMARY:

The Patient Access Rep will be responsible for handling inbound and outbound communications for Emergency registration. The Patient Access Rep will handle patient inquiries, following-up with patients resolving patient 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.

JOB REQUIREMENTS

EDUCATION:

High School Diploma or GED required.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

None

EXPERIENCE:

Required: 1-2 years of relevant experience (one of which in admitting, medical office, managed care or insurance).

Preferred: Additional training as a Medical Assistant, Pharmacy Technician, or other relevant healthcare background, training and/or experience that will provide the ability to understand and be fluent in medical terminology.

KNOWLEDGE AND SKILLS:

• Must understand computer, office and medical terminology


• Must demonstrate ease with medicalterminology and be able explain healthcare issues to patients with empathy and concern


• Ability to empathize with and coach the patient in navigating the healthcare system


• Effective interpersonal skills to with a diverse group of professional and personalities in a team environment


• Excellent English communication skills (oral and written) with the ability to communicate effectively with patients over the phone and in email and other communications


• Must be comfortable using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail.


• Basic computer skills and knowledge of Microsoft Office applications (MS Word, Excel & Outlook) and document work in aprofessional andefficient manner


• Have strong interpersonal skills and be able to work wellin a team environment.

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Delivers outstanding customer service to both internal and external customers.


• Ensures the integrity of the data in the hospital's information system with respect to patient demographic, insurance and admission information.


• Verifies patient insurance using various methods.


• Applies knowledge of payer requirements and guidelines to ensure effective reimbursement.


• Assists in ensuring adequate departmental coverage when needed. This includes covering in the Admitting or Emergency Department at the direction of the Admitting Manager.


• Participates in holiday coverage rotation.


• Conducts inpatient interviews.


• Secures patient valuables.


• Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.


• Demonstrates ability to handle difficult situations by using effective problem solving skills.


• Serves as a resource for patients and others with questions regarding registration, insurance eligibility and patient admission.


• Collects insurance copays from patients.


• Collaborates with others to ensure a positive and effective patient experience.


• Demonstrates ability to work independently and as part of a team in a fast paced environment with constant interruption.


• Flexible availability to accommodate work coverage requests.


• Able to accurately type at least 40 words per minute.


• Relates effectively to various types of customers in a professional and courteous manner.


• Utilizes supervisor or manager to resolve issues/concerns as needed.


• Attends and participates in departmental meetings.


• Commits to recognize and respect cultural diversity for all customers (internal and external).


• Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.


• All other duties as assigned.

SPECIAL WORKING CONDITIONS:

The BMC Emergency Department is a Level 1 Trauma Center and serves more than 130,000 patients each year. This is a very fast paced environment with a large number of patients to serve on a daily basis. You will need to always be aware of your surroundings and understand that responsiveness in this area is often critical in nature. The environment is a high stress area and can often times be chaotic.

Equal Opportunity Employer/Disabled/Veterans

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