Patient Access Representative, 8:00am-4:30pm M-F

Beth Israel Lahey Health, Inc.; Exeter (NH); On-site; USD 25,000 - 36,000; Full time

Job summary

Beth Israel Lahey Health is looking for a Patient Access Representative to ensure efficient, welcoming patient access across registration, scheduling, and pre-registration processes. You will collect and verify demographics, insurance information, and co-pays, while protecting confidentiality and guiding patients through the registration journey.

The role involves navigating multiple touchpoints—in person, by phone, or electronically—with extensive EHR training provided and emphasis on

Qualifications

• High School diploma or GED required; associate degree preferred.
• Experience with computer systems and MS Office.
• Call center or telephone customer service experience.
• Knowledge of medical terminology; bilingual in English and another language.

Responsibilities

• Registers patients for visits and explains the registration process.
• Processes co-payments, co-insurance, deductibles, and balances due; safeguards cash and receipts.
• Completes the Medicare Secondary Payer Questionnaire and checks patient coverage.
• Counsels patients on non-covered services and ABNs.
• Maintains smooth patient flow and protects confidentiality at all times.
• Schedules, reschedules, and cancels appointments; coordinates with clinical staff.
• Adheres to confidentiality and privacy in all settings.

Skills

Call center experience

Customer service

Medical terminology

Typing 40 wpm

Bilingual communication

Education

High School Diploma or GED

Associate's degree (preferred)

Tools

MS 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 the patient's experience in accessing healthcare at BILH is efficient and welcoming, and that patient confidentiality is respected, and patient safety is preserved. Performs a variety of functions to support an accurate, safe, and customer-focused registration process, either electronically, telephonically, or in person. The Patient Access Representative ensures that all proper patient financial and demographic information is obtained and processed, so BILH is fully reimbursed for clinical services provided. The Patient Access Representative handles patient questions and requests accurately and efficiently, ideally with first-call resolution, or by making appropriate referrals to other departments, based on the original purpose of the question and any other questions or requests subsequently disclosed by the patient. Extensive training including Electronic Health Record (EHR) is provided. Our team works in a fast-paced, collaborative environment, helping our patients navigate their healthcare journey

Essential Duties & Responsibilities, including but not limited to:

Registration

• Registers patients presenting for visits. Explains the registration process to patients 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.
• 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 Beneficiaries (ABNs), consents and waivers.
• Monitors patient waiting area for a smooth, efficient registration flow. Advises patients with potential delays and takes steps to ensure a pleasant patient experience.
• Responds to patient concerns and potential patient safety issues accordingly. Recognizes health conditions that are a possible risk to others and adhere to appropriate established procedures to help contain risk.
• Assures 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 and digital messaging, orders, and scheduled order work queues.
• Utilizes a variety of information sources to schedule, reschedule, and cancel patient appointments. Information sources include online questionnaires, offline materials, and subgroup searches.
• Establishes working relationships with staff of assigned clinical departments. Understands and correctly applies unique clinical department scheduling protocols.
• Remains current on scheduling protocols and applies judgment, or seeks management assistance, to ensure safe patient care when clinical department scheduling protocols do not meet patient needs.
• Ensures all required key patient scheduling and registration information is captured and verified. Key information includes referring physician information, insurance coverage, demographics, and contact information.
• Identifies and communicates Patient Access management issues that may impact the timeliness and accuracy of patient appointments and subsequent patient care.
• Strictly follows confidentiality and equipment security and safeguarding guidelines when working in a remote setting. Maintains productivity, quality, and accuracy levels and communicates regularly with the Supervisor and Manager.

Pre-Registration

• Efficiently registers patients, capturing and verifying all required information in order to identify the patient, contact the patient, and receive proper reimbursement for services on 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 (RTE); reviews the insurer’s response to each verification request and takes appropriate action based on this response.
• Applies the appropriate guarantor and insurance to each patient's visit.
• Communicates financial clearance status to patients. Advises patients of contract status, self-pay status, and payment responsibility and schedules patients with Financial Counseling as needed.

Minimum Qualifications

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, which may include Outlook, Word, Excel, PowerPoint, or Access. Able to work successfully in a fast-paced, multi-task environment, where some independent decision making is necessary. Abl eto 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

Pay Range: $18.50 - $26.42 The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled At Beth Israel Lahey Health, we are driving the change in health care that Massachusetts wants and needs. Our culture promotes continuous learning, growth, innovation and a sense of belonging. We make it a priority to offer comprehensive compensation and benefits and help you achieve a healthy and balanced life. While you're busy caring for and supporting our patients, we take care of you.