Patient Access Representative
2 months ago
East Boston, MA
Schedule: Mon-Fri, 8am - 5pm and includes evening, weekend and holiday rotations
Bilingual: english/spanish required
The Patient Access Representative is expected to make all patients feel welcome, over the phone or in person, while capturing comprehensive and accurate information. Primarily performs all patient access related activities for the health center in support of the delivery of patient care. This includes the delivery of exceptional customer service and the accurate and comprehensive collection, verification, and data entry of demographic, insurance, and account information. The goal is to maximize health center revenues while facilitating efficient patient flow within the Clinical Department working within. This position is generally the front line staff which a patient encounters when coming to the health center and requires a unique skill set to be successful in this role.
Essential Duties & Responsibilities
- Interacts with patients and other staff with courtesy, concern, respect, and sensitivity. Demonstrates superior customer services by introducing themselves to all internal and external customers.
- Identifies and accurately verifies patient demographic, insurance, and account information at the time of the patient’s visit. Edits patient demographic, insurance, and account information as needed.
- Maintains patient confidentiality at all times. Only access patient medical records pertaining to job function.
- Observe patients as they present to registration and alert clinical staff of anyone needing immediate attention. Follows departmental guidelines for emergency situations. Upon direction from the clinical staff calls 911 or arranges for ambulance transport in a timely manner.
- Daily completion of insurance verification process for all patients according to department policies and procedures for role currently working in. This includes adding tracking numbers for all NON-RTE verifications
- Manages work queue on a daily basis. Corrects accounts that are dropped due to a front end error at the end of each shift to avoid delay in claims being processed. Alerts supervisor of any issues with accounts in workqueue or in completing tasks on time.
- Facilitates efficient patient flow. Demonstrates ability to register patients at a quick pace to avoid long lines forming at the front desk without comprising the quality or accuracy of the information entered in EPIC.
- Handles all Privacy Notices, AOB/ROI’s, and any additional waivers or forms according to departmental policies and procedures. Including infectious control questionnaire
- Tracks, Collects, and enters all co-payments and other payments in the form of cash, checks, and credit card transactions according to cash collection policies and procedures; Keeps cash secured at all times. Promptly reports any related issues and consistently deposits cash collections at the end of each shift
- Appropriately refers patients to Patient Services, Referral Department, Patient Accounts, and other health center departments as needed and appropriate.
- Interpreting skills used appropriately within all clinical areas as needed.
- Responsible for reporting the maintenance, troubleshooting, and obtaining servicing for all printers, fax machines, and copiers in the assigned
- Promotes a sense of teamwork. Consistently displays a positive attitude and contributes in creating a positive work environment resulting in an efficient and productive workflow.
- Demonstrates flexibility and the ability to transition from one department or role to another with ease.
- Provides evening/weekend/holiday coverage on a rotating basis and/or as needed. Schedules vary by clinical location.
- Participates in required activities of both the Registration and the clinical department primarily located in. Attends and actively participates in staff meetings and trainings. Communicates suggestions, thoughts and resolutions to issues in a professional manner.
- Adheres to the Attendance & Punctuality policy for NeighborHealth. Follows department policies and procedures for notifying supervisor of an unplanned absence or tardiness.
- Understands and adheres to all other NeighborHealth and departmental policies and procedures.
- Maintains an organized, neat and clean work area. Re-stocks supplies as needed.
- High School Diploma or G.E.D.
- One year of customer service experience
- Previous experience in health insurance or medical setting strongly preferred
- Previous cash handling experience preferred
- Demonstrated superior customer service skills with both internal and external customers
- Bilingual skills (English/Spanish) required
- Demonstrates ability to work in a fast paced environment performing multiple tasks simultaneously
- Ability to manage cash with integrity and accuracy
- Detail oriented with respect to data entry and interpretation of insurance eligibility
- Proven time management skills and organizational skills
- Ability to work well independently as well as within a team
- Demonstrates initiative and ability to learn quickly
- Proficient with computer skills including ease with keyboard strokes and mouse maneuvering
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