Patient Access Representative

2 weeks ago

Cambridge, United States Mount Auburn Hospital Full time

**When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.**

**Job Type**:
Regular

**Scheduled Hours**:
40

**Work Shift**:
Day (United States of America)

**Primary Responsibilities**:

- Registers patients presenting for visits. Explains the registration process to patients 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 end of each business 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 registration encounter.
- Counsels patients regarding non-covered services, obtaining signatures on Advance Notice Beneficiaries (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.
- Completes registrations on inpatient units who may be missing information from their original registration
- Responds to patient concerns and potential patient safety issues accordingly. Recognizes health conditions that are a possible risk to others and adheres to appropriate established procedures to help contain risk.
- Assures a neat, orderly registration desk and patient waiting area, securing all confidential patient information.
- Initiates patient scheduling activities by prioritizing and accessing a variety of sources, including patient phone calls and digital messaging, orders, scheduled order work queues and MyChart.
- Utilizes a variety of information sources to schedule, reschedule and cancel patient appointments. Information sources include online questionnaires, offline materials and subgroup searches.
- Establishes working relationship with staff of assigned clinical departments. Understands and correctly applies unique clinical department scheduling protocols.
- Remains current on scheduling protocols and applies judgment, or seeks management assistance, to ensure safe patient care when clinical department scheduling protocols do not meet patient needs.
- Ensures all required key patient scheduling and registration information is captured and verified. Key information includes referring physician information, insurance coverage, demographics and contact information.
- Identifies and communicates to Patient Access management issues that may impact the timeliness and accuracy of patient appointments and subsequent patient care.
- Strictly follows confidentiality and equipment security and safeguarding guidelines when working in a remote setting. Maintains productivity, quality and accuracy levels and communicates regularly with the Supervisor and Manager.
- Efficiently registers patients, capturing and verifying all required information in order 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, worker’s compensation insurance, third parties, behavioral health or others as required.
- Identifies records and verifies patient insurance coverage using real time eligibility (RTE); reviews the insurer’s response to each verification request and takes appropriate action based on this response.
- 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 and schedules patients with Financial Counseling as needed.
- Maintain strict adherence to the Mount Auburn Hospital (MAH) Confidentiality policy.
- Incorporate MAH Standards of Behavior and Guiding Principles into daily activities.
- Comply with all MAH Policies.
- Comply with behavioral expectations of the department and MAH.
- Maintain courteous and effective interactions with colleagues and patients.
- Demonstrate an understanding of the job description, performance expectations, and competency assessment.
- Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
- Participate in departmental and/or interdepartmental quality improvement activities.
- Participate in and successfully completes Mandatory Education.
- Perform all other duties as needed or directed to meet the needs of the department.

**Required Qualifications**
- High school degree or equivalent
- Prior experience in a business setting providing customer service, while simultaneously processing and verifying electronic demograp

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