Practice Access Coordinator/Call center position

Mass General Brigham; Boston (MA); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Mass General Brigham is seeking a patient access representative to join their hybrid call center team. This position involves answering patient inquiries, scheduling appointments, and ensuring a positive patient experience. The ideal candidate will have experience in a healthcare setting and possess strong communication skills to support both patients and junior staff.

Qualifications

• 3-5 years of experience in a healthcare setting focused on patient access and registration.
• Knowledge of healthcare regulations and insurance coverage.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Provide exceptional customer service by answering patient inquiries.
• Schedule appointments and process patient information accurately.
• Train and mentor new patient access representatives.

Skills

Customer Service

Active Listening

Empathy

Effective Communication

Prioritization

Education

High School Diploma or Equivalent

Associate's Degree in Healthcare Administration

Associate's Degree in Related Field of Study

Tools

Microsoft Office

Electronic Medical Record Systems

Job description

Site: The Brigham and Women's Hospital, 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.

Hybrid call center position, 40hrs/days. Answers incoming telephone calls in a timely fashion. For routine matters, respond directly to patient or customer inquiries without referring them elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, and directions. Ensure that patients’ questions are appropriately answered and/or that appropriate follow-up is provided. Plus any additional tasks assigned.

Job Summary

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 required to facilitate patient care and billing processes. Support onboarding efforts of junior staff by mentoring, being a go-to for day-to-day questions, and training. Does this position require Patient Care? Essential Functions train and mentor patient access representatives, as well as being a go-to for day-to-day questions.
-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 with healthcare regulations and policies, and be able to apply them in daily operations.

Qualifications

Education
High School Diploma or Equivalent required or Associate's Degree Healthcare Administration preferred or Associate's Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree?
No

Licenses and Credentials

Experience
experience in a healthcare setting, with a focus on patient access and registration 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.

Additional Job Details (if applicable)

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

Hybrid

Work Location

221 Longwood Avenue

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

The Brigham and Women's Hospital, 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.