Patient Access Representative - Exter

Overview The Patient Access Representative ensures the patient’s experience in accessing healthcare at BILH is efficient and welcoming, and that patient confidentiality is respected and patient safety is preserved. This role supports an accurate, safe, and customer-focused registration process, electronically, telephonically, or in person. The representative handles patient questions and requests, ideally with first-call resolution, or by directing to the appropriate department. Training includes Electronic Health Record (EHR) systems. The team works in a fast-paced, collaborative environment to help patients navigate their healthcare journey. Essential Duties & Responsibilities Registration Registers patients presenting for visits and explains the registration process to patients; responds to patient questions. Processes patient co-payments, co-insurance, deductibles, and balances due. Safeguards cash, checks, and receipts and reconciles cash drawer at end of day. Assists patients with Kiosk check-in as needed. Completes the Medicare Secondary Payer Questionnaire for each patient and adjusts patient coverage based on results. Instructs patients and obtains signatures on consent forms, financial forms, and other documents required by the clinical department; distributes documents to patients; scans, processes, and records receipt of all documents collected during the registration encounter. Counsels patients regarding non-covered services, obtaining signatures on ABNs, consents, and waivers. Monitors 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 may pose risk to others and adheres to established procedures to contain risk. Ensures 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 and digital messaging, orders, and scheduled order work queues. Utilizes various information sources to schedule, reschedule, and cancel patient appointments, including online questionnaires, offline materials, and subgroup searches. Establishes working relationships with staff of assigned clinical departments and applies unique scheduling protocols appropriately. Keeps current on scheduling protocols and exercises judgment, or seeks management assistance, to ensure safe patient care when protocols do not meet patient needs. Ensures all required key scheduling and registration information is captured and verified, including referring physician information, insurance coverage, demographics, and contact information. Identifies and communicates Patient Access management issues that may impact timeliness and accuracy of appointments and subsequent care. Follows confidentiality, equipment security, and safeguarding guidelines when working in a remote setting; maintains productivity, quality, and accuracy, and communicates with Supervisor and Manager. Pre-Registration: Efficiently registers patients, capturing and verifying all required information to identify the patient, contact the patient, and receive proper reimbursement on initial claim submission. Ascertains, creates, and assigns the guarantor for each patient, including personal/family relations, workers’ compensation, third parties, behavioral health, or others as required; identifies records and verifies insurance coverage using real-time eligibility (RTE); reviews insurer responses and takes appropriate action. Applies the appropriate guarantor and insurance to each patient’s visit. Communicates financial clearance status to patients; advises on contract status, self-pay status, and payment responsibility; schedules patients with Financial Counseling as needed. Education and Experience Minimum Qualifications: High School diploma or GED required. Associate’s degree preferred. Licensure, Certification & Registration: N/A Experience: 1-3 years related work experience. Experience with computer systems required, including web-based applications and Microsoft Office (Outlook, Word, Excel, PowerPoint, or Access). Ability to work in a fast-paced, multi-task environment with some independent decision-making; ability to process electronic information accurately and efficiently. 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; familiarity with EHR software. Pay and Benefits Pay Range: $18.50 - $26.42 per hour The pay range is the base hourly wage the organization reasonably expects to pay at this time. Actual compensation is determined by factors including seniority, education, training, experience, certifications, geography, job responsibilities, and applicable laws. Compensation may exceed base rate due to shift differentials, call pay, overtime, and other pay practices as applicable. As a health care organization, Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients’ lives. Your skill and compassion can make us even stronger. Equal Opportunity Employer/Veterans/Disabled #J-18808-Ljbffr Beth Israel Lahey Health