Patient Access & Registration Specialist

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

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.