Patient Access Representative 40 Hours

Beth Israel Lahey Health; Burlington (MA); On-site; USD 35,000 - 45,000; Full time

Job summary

A healthcare organization is seeking a Patient Access Representative to ensure a positive and efficient patient registration experience. The role includes handling patient check-ins, obtaining necessary information, and managing appointment scheduling. Candidates should have a high school diploma and experience in a related field, along with proficiency in Microsoft Office and excellent communication skills. This position offers a full-time schedule in a dynamic healthcare setting.

Qualifications

• 1-3 years related work experience in a similar role.
• Proficiency with computer systems including web-based applications.
• Ability to process electronic data accurately.

Responsibilities

• Register patients efficiently and explain processes.
• Monitor the registration flow and assist patients as needed.
• Schedule appointments and ensure proper patient information.

Skills

Independent decision-making

Fast-paced work ability

Typing skills (40+ wpm)

Bilingual communication

Education

High school degree or equivalent

Associate’s degree preferred

Tools

Microsoft Office (Outlook, Word, Excel, PowerPoint, Access)

Job description

Overview

Job Type: Regular. Time Type: Full time. Work Shift: Day (United States of America). FLSA Status: Non-Exempt. The Patient Access Representative ensures that the patient experience in accessing healthcare at BILH is efficient and welcoming, and that patient confidentiality and safety are respected. This role supports an accurate, safe, and customer-focused registration process, electronically, telephonically, or in person, and ensures proper patient financial and demographic information is obtained for reimbursement of clinical services.

Extensive training including Electronic Health Record (EHR) is provided. The team works in a fast-paced, collaborative environment to help 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 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 patient coverage based on results.
• 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 the registration encounter.
• Counsels patients regarding non-covered services; obtains signatures on Advance Notice Beneficiaries (ABNs), consents and waivers.
• Monitors the patient waiting area for a smooth, efficient registration flow; informs patients of potential delays and maintains a pleasant patient experience.
• Responds to patient concerns and potential safety issues; recognizes health conditions that pose risk and follows established procedures to help contain risk.
• Maintains a neat, orderly registration desk and patient waiting area; safeguards confidential patient information.
• Scheduling: Initiates scheduling activities by prioritizing and accessing a variety of sources (phone calls, digital messaging, orders, scheduled work queues). Schedules, reschedules, and cancels appointments using diverse information sources, including online questionnaires and offline materials.
• Establishes working relationships with clinical departments; applies scheduling protocols and uses judgment or management input when protocols do not meet patient needs. Verifies all required scheduling and registration information (e.g., referring physician, insurance, demographics, contact information).
• Identifies and communicates issues that may impact timeliness and accuracy of appointments and subsequent patient care. Follows confidentiality, equipment security, and safeguarding guidelines, maintains productivity, and communicates with supervisors.
• Pre-Registration: Registers patients efficiently, captures and verifies required information to identify the patient, contact the patient, and ensure proper reimbursement on initial claim submission. Assigns guarantor as needed and verifies insurance using real-time eligibility (RTE).
• Communicates financial clearance status, advises on contract status and self-pay responsibilities, and schedules Financial Counseling as needed.

Minimum Qualifications

• Education: High school degree or equivalent. Associate’s degree preferred.
• Licensure, Certification & Registration: None
• Experience: 1-3 years related work experience. Proficiency with computer systems including web-based applications and Microsoft Office (Outlook, Word, Excel, PowerPoint, or Access).
• Skills, Knowledge & Abilities: Ability to work in a fast-paced, multi-task environment; capable of independent decision-making and accurate electronic data processing.

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
• Familiarity with EHR Software

As a health care organization, Beth Israel Lahey Health requires that all staff be vaccinated against influenza as a condition of employment. Equal Opportunity Employer/Veterans/Disabled