Patient Access Representative 7am-3:30pm M-F and every other weekend 3-11:30pm

Beth Israel Lahey Health; Exeter (NH); On-site; USD 25,485 - 36,396; Full time

Job summary

Beth Israel Lahey Health is seeking a Patient Access Representative to ensure efficient patient registrations and experiences. This role includes registering patients, answering inquiries, and handling financial transactions while maintaining a collaborative environment. Strong communication skills and the ability to work quickly are essential.

Successful candidates will have a high school diploma and relevant experience, preferably in call centers or customer service. The position offers a pay range from $18.50 to $26.42 per hour, reflecting the commitment to patient care.

Qualifications

• 1-3 years related work experience required.
• Experience with computer systems and web applications.
• Ability to work in a fast-paced, multi-tasking environment.

Responsibilities

• Register patients and explain the registration process.
• Process co-payments and ensure cash handling accuracy.
• Monitor patient waiting area for efficient registration flow.

Skills

Call center experience

Bilingual communication

Strong typing skills (40+ wpm)

Knowledge of medical terminology

Education

High School diploma or GED

Associate’s degree

Tools

Microsoft Office

EHR software

Job description

When you join the growing BILH team, you’re not just taking a job; you’re making a difference in people’s lives. The Patient Access Representative ensures that patient experiences in accessing healthcare at BILH are efficient, welcoming, respectful of patient confidentiality, and safe. The role involves accurate, safe, customer‑focused registration processes—electronically, telephonically, or in person—collecting financial and demographic information to support full reimbursement, handling patient questions with first‑call resolution, and making appropriate referrals. Extensive EHR training is provided. Our team works in a fast‑paced, collaborative environment, helping patients navigate their healthcare journey.

Essential Duties & Responsibilities

Registration

• Registers patients presenting for visits. Explains the registration process and responds to patient questions.
• Processes patient co‑payments, co‑insurance, deductibles, and balances due. Safeguards cash, checks and receipts and reconciles the cash drawer at the end of each business day. Assists patients with kiosk check‑in as needed.
• Completes the Medicare Secondary Payer Questionnaire for each patient and adjusts coverage based on results.
• Instructs patients and obtains signatures on consent forms, financial forms, and other documents required by the clinical department; distributes documents to patients; scans, processes, and records receipt of all documents collected during registration encounter.
• Counsels patients regarding non‑covered services, obtaining signatures on Advance Notice of Beneficiary (ABN), consents and waivers.
• Monitors the patient waiting area for smooth, efficient registration flow. Advises patients of potential delays and takes steps to ensure a pleasant experience.
• Responds to patient concerns and potential patient safety issues accordingly. Recognizes health conditions that are a risk to others and follows established procedures to contain risk.
• Ensures a neat, orderly registration desk and patient waiting area, securing all confidential patient information.

Scheduling

• Initiates patient scheduling activities by prioritizing and accessing a variety of sources, including patient phone calls, digital messaging, orders, and scheduled order work queues.
• Utilizes a variety of information sources to schedule, reschedule, and cancel appointments. Sources include online questionnaires, offline materials, and subgroup searches.
• Establishes relationships with staff of assigned clinical departments and correctly applies unique scheduling protocols.
• Remains current on scheduling protocols and seeks management assistance when such protocols do not meet patient needs.
• Ensures all required key scheduling and registration information is captured and verified—referring physician info, insurance coverage, demographics, and contact information.
• Identifies and communicates Access management issues that may impact the timeliness and accuracy of appointments and subsequent patient care.
• Strictly follows confidentiality and equipment security guidelines when working in a remote setting. Maintains productivity, quality, and accuracy and communicates regularly with supervisor and manager.

Pre‑Registration

• Efficiently registers patients, capturing and verifying all required information to identify the patient, contact the patient, and receive proper reimbursement for services on the initial claim submission.
• Ascertains, creates, and assigns the guarantor for each patient, including personal/family relations, workers' compensation insurance, third parties, behavioral health, or others as required. Identifies records and verifies patient insurance coverage using real‑time eligibility; reviews insurer’s response and takes appropriate action.
• Applies the appropriate guarantor and insurance to each visit.
• Communicates financial clearance status to patients. Advises patients of contract status, self‑pay status, and payment responsibility and schedules financial counseling as needed.

Education

• High School diploma or GED, required.
• Associate’s degree, preferred.

Licensure, Certification & Registration

N/A

Experience

• 1‑3 years related work experience.
• Experience with computer systems required, including web‑based applications and Microsoft Office applications such as Outlook, Word, Excel, PowerPoint or Access.
• Ability to work successfully in a fast‑paced, multi‑task environment, where some independent decision making is necessary.
• Ability to process electronic information and data accurately and efficiently.

Preferred Qualifications & Skills

• Call center and/or telephone customer service experience.
• Strong typing skills, 40+ wpm.
• Knowledge of medical terminology.
• Bilingual written and verbal communication skills.
• Familiar with EHR software.

Pay Range

$18.50 - $26.42

Note About Vaccinations

As a health‑care organization, BILH requires that all staff be vaccinated against influenza (flu) as a condition of employment.

Equal Opportunity Employer / Veterans / Disabled.