Patient Access Representative Team Lead

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%)

Location & Working Details

Remote Type: Onsite Work Location 81 Highland Avenue. Scheduled Weekly Hours 40. Employee Type Regular. Work Shift Day (United States of America).

Pay

Pay Range $25.50 - $36.49/Hourly. Grade 5.

Benefits

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 View phone number on click.appcast.io.

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.

Our Mission and Values

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.