Patient Service Rep Imaging

Job Responsibilities Managing the Patient Experience Greets patients promptly in a warm, friendly manner, demonstrating appropriate interest or concern. Smiles, makes eye contact, and uses welcoming language (e.g., "hello, welcome, how can I help you today"). Uses the system to verify reason for visit, maintains patient confidentiality, and gathers and/or verifies patient demographics. Confirms referrals or pre‑authorizations if necessary and provides provider updates (e.g., on time or running late). Hospitality: maintains the waiting area, checks reading materials and play areas, directs patients and families to restrooms and other amenities, and offers additional assistance as needed. Communication Develops and maintains working relationships with coworkers, providers, other agencies, and ancillary staff. Provides or receives information while complying with policies and regulations (e.g., HIPAA). Addresses the public in a cheerful, customer‑service‑focused manner, demonstrates awareness of cultural differences, and adapts to accommodate them. Develops competency in managing difficult conversations. Patient Identification Identifies patients using two identifiers (e.g., name and date of birth). Where required, places an ID band on the patient following verification. Monitors patients’ stay in the waiting area and maintains open communication about delays and exam status. Confidentiality and Privacy Maintains confidentiality of patient records, discussing matters only with appropriate personnel to meet HIPAA guidelines. Operates the hospital information system effectively, ensuring patient and hospital confidentiality in accordance with established policies. Telephone Answers telephones promptly and courteously. Attempts to resolve inquiries without transferring calls; if necessary, routes calls to appropriate personnel or departments. General Duties Performs general clerical duties, including order entry, system downtime recovery, preparation of exam‑related materials and records, and making reminder calls to patients. Observes discrepancies within patients’ records, corrects them or brings them to the attention of appropriate personnel. Identifies and communicates unfinished work to assure continuity. Mail Processing/Faxes/Rosters/Images Operates office equipment, including fax machines and copiers. Opens, sorts, and distributes all incoming mail and faxes daily according to practice guidelines. Prints orders, CDs, and reports following the appropriate release or approval, and reviews all orders for validity while maintaining daily rosters per department criteria. Seeks and communicates process improvement opportunities and workflow optimization. Coverage and Registration May cover one modality desk or perform registration. Must have worked in the department for a minimum of two years. Registers patients, collects, verifies, and updates all account demographics and financial information, including insurance, within established quality assurance thresholds. Collects co‑pay, deductibles, co‑insurance, and other balances where applicable, and secures the cash drawer per departmental procedures with random quarterly balance checks. Insurance Verification Requests proof of insurance, verifies it using appropriate systems, initiates contact for financial counseling, and assists patients or customers in completing medical release forms accurately. Understands insurance coverage and billing for Part A (hospital) and Part B (provider). Other Department‑Specific Duties Responsibilities may be more specialized than described above in larger practices or may include additional duties for certain departments. Required Work Experience High school graduation or equivalent experience or education. Preferred Work Experience Six months of relevant experience. Skills and Competencies Medical terminology Keyboard proficiency Microsoft Office products Schedule systems Electronic and paper medical records Billing Basic math Reading and writing skills Customer service Interpretation or translation, if applicable, and attendance at interpreter in‑service meetings as required. Education Non‑Graduate (Required) Compensation Note: The compensation range represents the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate’s relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non‑exempt employees and based on assumed full‑time commitment for exempt employees. Minimum – Midpoint – Maximum $19.29 – $23.03 – $28.08 Equal Employment Opportunity Employer Baystate Health is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other protected characteristic. #J-18808-Ljbffr Baystate Health