Patient Access Representative Team Lead

Mass General Brigham - Salem Hospital; Salem (MA); On-site; USD 53,000 - 76,000; Full time

Job summary

Mass General Brigham - Salem Hospital is hiring a Patient Access Lead to ensure accurate collection and recording of patient information and to deliver a positive patient experience. You will supervise staff, train and assign daily tasks, and assist with scheduling and pre-registration while supporting billing processes.

The role requires 3–5 years of relevant experience, knowledge of patient access procedures, HIPAA compliance, and strong customer service. Onsite at 81 Highland Avenue.

Qualifications

• Knowledge of patient access procedures, healthcare regulations, and insurance coverage.
• Excellent customer service skills, including active listening, empathy, and effective communication.
• Ability to prioritize tasks, work independently, and manage multiple projects simultaneously.
• Proficiency in Microsoft Office and electronic medical record systems.

Responsibilities

• Lead staff by providing daily assignments and supporting staff development.
• Train and mentor patient access staff; provide input on performance.
• Greet patients and deliver exceptional customer service and support.
• Schedule appointments, pre-register patients, and process information accurately.
• Respond to patient inquiries and provide information about services and insurance.
• Ensure patient information remains confidential and HIPAA-compliant.
• Stay up to date on healthcare regulations and policies and apply them daily.

Skills

Patient access procedures

Healthcare regulations

Insurance coverage

Customer service

Active listening

Empathy

Effective communication

Prioritization

Task management

Independent work

Education

High School Diploma or Equivalent

Associate's Degree in related field

Tools

Microsoft Office

Electronic Medical Record (EMR) systems

Job description

Site: North Shore Medical Center, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Responsible for ensuring that all necessary information is accurately collected and recorded. Will work to provide a positive patient experience while obtaining the information necessary to facilitate patient care and billing processes. Leads support staff by functioning as a go-to for day-to-day questions, assists with staff scheduling and providing daily assignments, trains staff, and provides input for performance evaluation.

Does this position require Patient Care?

No

Essential Functions

• Leads staff by providing daily assignments, resolving daily questions/challenges, and supporting staff development.
• Trains and mentors patient access staff and provides input to managers regarding staff performance.
• Greet patients and provide them with exceptional customer service and support.
• Schedule appointments, pre-register patients, and process patient information accurately and efficiently.
• Respond to patient inquiries, resolve issues, and provide information about healthcare services and insurance coverage.
• Ensure that all patient information is kept confidential and secure, in accordance with HIPAA regulations.
• Stay up to date on healthcare regulations and policies and apply them in daily operations.

Qualifications

Education High School Diploma or Equivalent required or Associate's Degree Related Field of Study preferred Can this role accept experience in lieu of a degree? No Licenses and Credentials Experience Registration, Admissions, Billing or related experience 3-5 years required Knowledge, Skills and Abilities - Knowledge of patient access procedures, healthcare regulations, and insurance coverage. - Excellent customer service skills, including active listening, empathy, and effective communication. - Ability to prioritize tasks, work independently, and manage multiple projects simultaneously. - Proficiency in Microsoft Office and electronic medical record systems.

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type

Onsite

Work Location

81 Highland Avenue

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$25.50 - $36.49/Hourly

Grade

5

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

EEO Statement

3200 North Shore Medical Center, Inc. is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.

We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.