Patient Access Representative; 24 hrs 7:30a-4p. Rotating Schedule

When you join the growing BILH team, you’re not just taking a job, you’re making a difference in people’s lives. 24 hours per week, every other weekend, Family Medical Center Wilmington, 7:30 a–4 p. Two‑week rotation schedule: Week 1: Monday, Tuesday, Saturday Week 2: Sunday, Thursday, Friday Job Description Working in Patient Access and as a member of the Beth Israel Lahey Health (BILH) System Services team, you will support an accurate, safe, and customer‑focused registration process, either electronically, telephonically or in person. You will ensure that all proper patient financial and demographic information is obtained and processed so BILH is fully reimbursed for clinical services provided, handle patient questions and requests accurately and efficiently, and provide first‑call resolution or appropriate referrals to other departments. Essential Duties & Responsibilities Registration Registers patients presenting for visits, explains the registration process, and responds to patient questions. Processes patient co‑payments, co‑insurance, deductibles, and balances due; safeguards cash, checks and receipts and reconciles cash drawer at the end of each business day; assists patients with kiosk check‑in as needed. Completes the Medicare Secondary Payer Questionnaire for each patient and adjusts coverage based on results. Obtains signatures on consent forms, financial forms and other documents required by the clinical department; distributes and records receipt of all documents collected during the registration encounter. Counsels patients regarding non‑covered services, obtaining signatures on Advance Notice Beneficiaries (ABNs), consents and waivers. Monitors the patient waiting area for a smooth, efficient registration flow; advises patients of potential delays and takes steps to ensure a pleasant patient experience. Responds to patient concerns and potential patient safety issues; recognizes health conditions that are a possible risk to others and follows established procedures to contain risk. Maintains a neat, orderly registration desk and patient waiting area, securing all confidential patient information. Scheduling Initiates patient scheduling activities by prioritizing and accessing a variety of sources, including patient phone calls, digital messaging, orders, and scheduled order work queues. Utilizes a variety of information sources to schedule, reschedule, and cancel patient appointments: online questionnaires, offline materials, and subgroup searches. Establishes working relationships with staff of assigned clinical departments and applies scheduling protocols appropriately. Remains current on scheduling protocols and applies judgment or seeks management assistance when protocols do not meet patient needs. Ensures all required key patient scheduling and registration information is captured and verified, including referring physician information, insurance coverage, demographics, and contact information. Identifies and communicates to Patient Access management issues that may impact timeliness and accuracy of patient appointments and subsequent patient care. Follows confidentiality and equipment security guidelines when working in a remote setting; maintains productivity, quality and accuracy levels; communicates regularly with the Supervisor and Manager. Pre‑registration: efficiently registers patients, captures and verifies all required information to identify the patient, contact the patient, and receive proper reimbursement for services on initial claim submission. Ascertains, creates, and assigns the guarantor for each patient, including personal/family relations, workers’ compensation insurance, third parties, behavioral health, or others as required. Identifies records and verifies patient insurance coverage using real‑time eligibility (RTE); reviews insurer response to each verification request and takes appropriate action. Applies the appropriate guarantor and insurance to each patient visit. Communicates financial clearance status to patients; advises patients of contract status, self‑pay status and payment responsibility; schedules patients with Financial Counseling as needed. Minimum Qualifications Education: High school diploma or equivalent. Associate’s degree preferred. Licensure, Certification & Registration: None. Experience: 1–3 years of related work experience; computer systems experience required, including web‑based applications and Microsoft Office applications (Outlook, Word, Excel, PowerPoint, or Access). Skills, Knowledge & Abilities: Able to work successfully in a fast‑paced, multi‑task environment; independent decision‑making; accurate and efficient processing of electronic information and data. Preferred Qualifications & Skills Call center and/or telephone customer service experience. Strong typing skills (40+ wpm); knowledge of medical terminology. Bilingual written and verbal communication skills. Familiarity with EHR software. Pay Range $20.50 – $27.59 per hour. Howard BILH requires that all staff be vaccinated against influenza (flu) as a condition of employment. Equal Opportunity Employer/Veterans/Disabled #J-18808-Ljbffr Beth Israel Lahey Health