Patient Access Services Rep Emergency Registration 40 Hr M-F 7am -3:30p - Boston Medical Center

Position: Patient Access Services Rep

Location: Emergency

Schedule: 40 Hour M-F 7am -3:30p

POSITION SUMMARY:

The Patient Services Rep will be responsible for handling inbound and outbound communications for Emergency registration. The Patient Access Rep will handle patient inquiries, following-up with patients resolving patient questions/concerns regarding insurance verification and authorization management. Conduct registration duties in a very fast paced, high acuity Trauma I Emergency Department. Must be comfortable working with varied medical, traumatic and Psychiatric issues.

JOB REQUIREMENTS

EDUCATION:

• Must have a high school diploma or GED.

EXPERIENCE:

• Required: 1-2 years of relevant experience (one of which in admitting, medical office, managed care or insurance).
• Preferred: proficiency with Epic or similar EMR.
• Preferred: Additional training as a Medical Assistant, Pharmacy Technician, or other relevant healthcare background, training and/or experience that will provide the ability to understand and be fluent in medical terminology.

KNOWLEDGE AND SKILLS:

• Must understand computer, office and medical terminology
• Must demonstrate ease with medical terminology and be able explain healthcare issues to patients with empathy and concern
• Ability to empathize with and coach the patient in navigating the healthcare system
• Effective interpersonal skills to with a diverse group of professional and personalities in a team environment
• Excellent English communication skills (oral and written) with the ability to communicate effectively with patients over the phone and in email and other communications
• Must be comfortable using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail.
• Basic computer skills and knowledge of Microsoft Office applications (MS Word, Excel & Outlook) and document work in a professional and efficient manner
• Have strong interpersonal skills and be able to work well in a team environment.

ESSENTIAL RESPONSIBILITIES / DUTIES:

The Patient Access Rep is intended to meet the demands of rapid high acuity Emergency Department Team and supporting the major work flows in the Department. Essential responsibilities include:

• Registers patients in a prompt, efficient and courteous manner. Greets all patients and identifies self.
• Identifies patient appropriately at registration by reviewing government issued documents e.g. driver's license, passport, etc.
• Prepares patient ID band and places band on patient wrist during registration process.
• Performs full registration activities at the patient's bedside utilizing Workstations on Wheels (WOW) technologies - computer, scanners, signature pads, etc.
• Reviews and completes all patient demographic information and required data
• Obtains signatures on all necessary insurance forms, Consents, Medicare Rights, and Health Care Proxy etc. where required
• The Patient Access Rep communicates with patients and staff using multiple advanced communication tools, including phone calls, emails, faxes or mail.
• Answers and resolves patient inquires, in a professional, empathetic and patient-centered way, through the use of effective listening, written and verbal communication skills.
• Utilizes established department guidelines to ensure patients issues are addressed in a timely manner and when necessary, transfers the call to the appropriate person in the department for additional consultation.
• Collaborates with Security Department the accuracy in documenting and verifying patient valuables
• Sustains proficiency in Department downtime procedures and patient tracking system.
• Collect copays or deductibles as required.
• Provides accurate and detailed information and updates patients' records, using the various management information systems used at BMC: Epic, RTE, Trizetto, Payor Sites and others.
• Demonstrates highly developed interpersonal skills in order to relate to patients of all ages, staff members, physicians, and visitors, negotiate effective working relationships, and develop positive resolutions to conflict. Maintains a strong customer service orientation.
• Ensures strong organizational skills in order to manage multiple tasks simultaneously combined with ability to effectively prioritize
• Ensures the ability to be discrete and protect integrity of confidential information
• Identifies opportunities to improve the work processes and environment, and changes in Practice protocols; remains current on new developments in health care.
• Escalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient
• Attends scheduled training sessions for phone support, customer service, systems upgrades, newly acquired clinical systems, or other relevant training sessions, as directed by manager.
• Assists in the training/orientation of new personnel under the direction of a manager and/or supervisor.
• Participates in staff meetings/ is expected to identify process issues that are obstacles to providing a positive patient experience.

Req id: 31413