Senior Patient Access Representative

Mass General Brigham; Somerville (MA); Remote; USD 31,000 - 44,000; Full time

Job summary

Mass General Brigham is seeking a patient access specialist to ensure accurate collection and recording of information, while delivering a positive patient experience and supporting onboarding for junior staff.

The role includes greeting patients, scheduling and pre-registering, handling inquiries, and ensuring HIPAA-compliant handling of patient data within remote work hours (8AM-6PM EST).

Qualifications

• Experience in a healthcare setting, with a focus on patient access and registration.
• Proficiency in Microsoft Office and electronic medical record systems.
• Strong customer service skills, including active listening and empathy.
• Ability to prioritize tasks, work independently, and manage multiple projects.

Responsibilities

• Train and mentor patient access representatives and serve as a go-to for day-to-day questions.
• Greet patients and provide exceptional customer service and support.
• Schedule appointments, pre-register patients, and process patient information accurately.
• Respond to patient inquiries, resolve issues, and provide information about healthcare services and insurance coverage.
• Ensure patient information is kept confidential and secure per HIPAA.

Skills

Healthcare experience

Microsoft Office

EMR systems

Customer service

Education

High School Diploma or Equivalent

Associate's Degree in Healthcare Administration preferred

Associate's Degree in Related Field preferred

Tools

Microsoft Office

Electronic Medical Record systems

Job description

Site: Mass General Brigham Incorporated 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. Support onboarding efforts of junior staff by mentoring, being a go-to for day-to-day questions, and training.

Essential Functions

• Train and mentor patient access representatives and serve as 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 on healthcare regulations and policies and apply them in daily operations.

Qualifications

• Education: High School Diploma or Equivalent required or Associate's Degree in Healthcare Administration preferred or Associate's Degree in Related Field of Study preferred.
• Experience: Experience in a healthcare setting, with a focus on patient access and registration 2-3 years required.
• Knowledge, Skills and Abilities: Knowledge of patient access procedures, healthcare regulations, and insurance coverage.
• Knowledge, Skills and Abilities: Excellent customer service skills, including active listening, empathy, and effective communication.
• Knowledge, Skills and Abilities: Ability to prioritize tasks, work independently, and manage multiple projects simultaneously.
• Knowledge, Skills and Abilities: Proficiency in Microsoft Office and electronic medical record systems.

Additional Job Details

• M-F Eastern Business hours required for remote role; hours range between 8AM-6PM EST.
• A quiet, secure, stable, HIPPA-compliant workstation is required.
• Remote Type: Remote Work.
• Location: 399 Revolution Drive.
• Scheduled Weekly Hours: 40.
• Employee Type: Regular Work Shift Day (United States of America).
• Pay Range: $22.22 - $31.71/Hourly.
• Grade: 4 at Mass General Brigham.

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

0100 Mass General Brigham Incorporated 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.

Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.