Patient Access / Registration FT eves

800 Baystate Mercy Hospital, LLC; United States; On-site; USD 27,000 - 36,000; Full time

Job summary

Baystate Health seeks an Onsite Registration Representative to support patient check-in and hospital registration. You will gather demographic data, verify insurance, collect payments, and coordinate with hospital staff to ensure accurate billing and smooth patient flow.

The role emphasizes accuracy, confidentiality, and courteous communications with patients and colleagues. Training and QA expectations are included, with an emphasis on service excellence.

Qualifications

• Customer service experience required.
• Bi-lingual skills preferred.
• Typing speed of 25 wpm.
• Ability to read/write English clearly.

Responsibilities

• Successfully complete training in Patient Registration Department policies, procedures, workflows, and applications including annual web-based training and basic medical terminology.
• Complete departmental orientation to product lines; demonstrate competency in introductory proficiency testing >91%.
• Receive sign-off from a mentor in product line activities.
• Complete Compassionate Connections Program.
• Maintain at least a 90% QA pass rate in overall account reviews, MSP, and RQA alerts.
• Respect: Treat all patients, coworkers, and internal partners with dignity and respect. Integrity: Be honest, trustworthy, dependable, and use good judgment in your work; lead by example. Teamwork: Maintain individual productivity and support workgroup effectiveness. Build and nurture relationships and value others. Lifelong Learning: Strive to be curious in the pursuit of knowledge while being open and taking in new ideas and perspectives.
• Service Focus: Identify opportunities that benefit our patients, coworkers, and internal partners. Ownership: Take initiative, responsibility, and accountability for one’s own performance; be proactive, ask questions, develop ideas, and ask for feedback. Collaboration: Communicate with internal and external partners with open-mindedness to achieve shared goals; professionally resolve conflict when it arises. Valuing Differences: Contribute to a work climate where differences are valued and supported; seek to understand different perspectives and cultures. Courage: Show initiative, ask questions, think big, and step out of your comfort zone.
• Greet patients promptly in a warm, friendly manner demonstrating an appropriate amount of interest or concern. Smile, make eye contact, and use welcoming language.
• Maintain patient confidentiality by use of identity verification processes and tools.
• Effectively communicate with patients to gather detailed demographic and payor information to ensure fiscal reimbursement for the organization.
• Ability to communicate verbally and/or in writing with coworkers and clinical partners to problem-solve issues and share recommendations for improvements.
• Greet, register, and direct patients to their scheduled visit location.
• Assist patients with general information and provide customer service using basic knowledge of organization policies and procedures.
• Ability to analyze data received from insurance carriers to determine and educate patients about their financial responsibility for their visit.
• Review patient accounts, identify delinquent accounts, and collect overdue patient responsibility.
• Request and collect pre-determined patient responsibility payments; receive and process cash and credit card payments for services.
• Demonstrate ability to manage scheduling changes and coverage expectations and complete department daily task assignments.

Skills

Customer service

Bilingual skills

Typing 25 wpm

English literacy

Job description

Summary

Under the direction of the Revenue Cycle Registration Supervisor/Manager, the BH Onsite Registration Representative is responsible for gathering, completing, identifying, and screening all patients for information related to patient check-in and hospital registration. The BH Onsite Registration Rep coordinates with hospital department personnel to maximize registration of patient data and refer appropriate patients to the Financial Counseling department for follow-up as well as correctly identifies insurance data in the Revenue Cycle system to ensure proper billing information is documented. The BH Onsite Registration Rep gathers all government-mandated statistical information via screening and specific data fields within the system. Collects necessary patient responsibility payments at the time of registration. Gathers all necessary signatures of all required forms and interacts in a professional and courteous manner with fellow staff members and the public at large.

Job Responsibilities

• Successfully complete training in Patient Registration Department policies, procedures, workflows, and applications including annual web-based training and basic medical terminology.
• Complete departmental orientation to product lines; demonstrate competency in introductory proficiency testing >91%.
• Receive sign-off from a mentor in product line activities.
• Complete Compassionate Connections Program.
• Maintain at least a 90% QA pass rate in overall account reviews, MSP, and RQA alerts.
• Respect: Treat all patients, coworkers, and internal partners with dignity and respect. Integrity: Be honest, trustworthy, dependable, and use good judgment in your work; lead by example. Teamwork: Maintain individual productivity and support workgroup effectiveness. Build and nurture relationships and value others. Lifelong Learning: Strive to be curious in the pursuit of knowledge while being open and taking in new ideas and perspectives.
• Service Focus: Identify opportunities that benefit our patients, coworkers, and internal partners. Ownership: Take initiative, responsibility, and accountability for one’s own performance; be proactive, ask questions, develop ideas, and ask for feedback. Collaboration: Communicate with internal and external partners with open-mindedness to achieve shared goals; professionally resolve conflict when it arises. Valuing Differences: Contribute to a work climate where differences are valued and supported; seek to understand different perspectives and cultures. Courage: Show initiative, ask questions, think big, and step out of your comfort zone.
• Greet patients promptly in a warm, friendly manner demonstrating an appropriate amount of interest or concern. Smile, make eye contact, and use welcoming language.
• Maintain patient confidentiality by use of identity verification processes and tools.
• Effectively communicate with patients to gather detailed demographic and payor information to ensure fiscal reimbursement for the organization.
• Ability to communicate verbally and/or in writing with coworkers and clinical partners to problem-solve issues and share recommendations for improvements.
• Greet, register, and direct patients to their scheduled visit location.
• Assist patients with general information and provide customer service using basic knowledge of organization policies and procedures.
• Ability to analyze data received from insurance carriers to determine and educate patients about their financial responsibility for their visit.
• Review patient accounts, identify delinquent accounts, and collect overdue patient responsibility.
• Request and collect pre-determined patient responsibility payments; receive and process cash and credit card payments for services.
• Demonstrate ability to manage scheduling changes and coverage expectations and complete department daily task assignments.

Required Work Experience

• Customer service experience

Preferred Work Experience

• Bi-lingual Skills

Skills and Competencies

• Keyboard skills and ability to type 25 wmp
• Speak, read, and write English clearly and concisely using correct grammar and vocabulary

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum - Midpoint - Maximum $19.29 - $22.16 - $25.87

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

About Baystate Health

Baystate Health is a not-for-profit, integrated healthcare system with hospitals, physician practices, a health plan and more serving over 800,000 people throughout western New England. Baystate Health is the safety net provider in Western Massachusetts. With roots dating to the founding of Springfield Hospital in 1883, Baystate Health has been providing high-quality, compassionate and accessible care in the Pioneer Valley for more than 140 years and continues to be a pillar of its community - rooted here, serving here, and helping generations thrive here. With a focus on advancing health for all, Baystate is not only a keystone of the region, it is a national leader in health care.

Learn more at BaystateHealth.Org

The ever-growing health system includes six Massachusetts hospitals:

• Baystate Medical Center in Springfield
• Baystate Children's Hospital (located at Baystate Medical Center)
• Baystate Franklin Medical Center in Greenfield
• Baystate Wing Hospital in Palmer
• Baystate Noble Hospital in Westfield
• Baystate Mercy Hospital in Springfield