About this Patient Access Representative -Full Time role at Mass General Brigham
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
SummaryThe Patient Access Representative is responsible for:
1. Coordinating and performing all duties to ensure that the MVH registration system is up to date with correct patient information. This includes utilizing all available tools to verify, enter, and confirm all insurance information.
2. Additionally, the Patient Access Representative is cross-trained to cover the switchboard/ER Greeter and mail room functions.
All of these functions must be carried out in a professional and courteous manner that is consistent with the guidelines developed for this position. In all cases, meeting the needs of our patients will be the number one priority of this position.
Does this position require Patient Care? Yes
Essential Functions
-Maintain a courteous, calm and pleasant manner at all times.
-Greet people with a helpful and positive attitude.
-Represent Martha’s Vineyard Hospital in a positive manner in all communications.
-Demonstrate a commitment to maintaining positive and effective working relationships with other hospital departments.
-Use proper workplace etiquette to encourage a pleasant and supportive departmental atmosphere.
-PATIENT ACCESS REPRESENTATIVE.
-Using the highest levels of excellent customer service, welcome each patient and visitor to MVH, determine what their needs are and direct them in a kind and courteous manner.
-In accordance with HIPAA regulations, input correct ordering and primary care physician information for all patients to ensure that all test results reach their proper destinations.
-Scan front and back of each patient’s insurance card, and for new patient’s front and back of Photo ID.
-Identify and correctly enter insurance policies prime to MR.
-Act as a resource for self-pay patients and those with MassHealth (and related policies) questions by providing literature and/or by directing them to the Patient Financial Counselor.
-Direct patients and their paperwork to the appropriate departments at the appropriate time.
-Without fail, respect the confidentiality of the information provided by patients or other hospital-based departments.
-Ensure that conversations are kept as quiet as possible and that no information is shared with parties who are not entitled to have it, including co-workers.
-Keeping EMTALA requirements in mind, collect appropriate insurance co-payment and process credit card/check/cash transactions using Cash Tracker system.
-Make use of the AT&T Language Line to assist patients who do not speak English.
-Perform quality control audits and update registration errors.
-Interact effectively with all internal and external departments and patients to ensure that the registration process runs smoothly and that it supports all of the hospital’s information.
-Advise manager of errors for the purpose of on-going training – minimizing negative impact on revenue.
-Perform other reasonable duties as assigned by management.
-SWITCHBOARD OPERATER/ER GREETER.
-Answer outside calls, relay calls to the proper department/ extension, and transfer calls when necessary.
-Answer and screen in-house calls and complete calls for patients who may need assistance.
-When greeting patients entering the ED, assess degree of illness/injury and immediately seek medical assistance if life threatening condition exists according to ED provided symptom list. (This is not a clinical position and is done to the best of the greeter’s ability.).
-Assist ED registrars with meeting patient needs for timely registration.
-Monitor the ED waiting room and wait times.
-Maintain patient confidentiality.
-Answer questions, give directions.
-Maintain a log of patient names, room numbers, and telephone extensions in order to expedite relayed calls.
-Update the census at the beginning of each shift and every 3 hours thereafter, at a minimum.
-Establish at the beginning of the shift, a list of people on call.
-Page people in the institution as needed in a professional manner.
-MAILROOM.
-Sort all incoming mail and post outgoing mail.
-Prepare batch mailings as requested.
-Maintain postage meter with adequate funds to operate daily.
-Maintain an adequate supply of mailing items, including FedEx and USPS forms.
-Report repairs needed for postage, fax, and copier machine.
-Assist with any other duties assigned.
-SKILLS/ABILITIES/COMPETENCIES.
-Maintain and promote positive attitude and customer service with patients, staff members and other departments.
-Maintain compliance with hospital policies, procedures and regulatory mandates.
-Maintain competency for entry of demographic and insurance information.
-Respond to problem solving.
-Ensure accuracy and completeness of demographic information.
-Ability to comprehend and ensure compliance with hospital and departmental policies and procedures.
-Ability to create team environment/working conditions.
-Ability to independently follow assigned tasks to completion.
-Capable of decision making based on experience and situation.
-Ability to multitask and field switchboard phone calls.
-Computer skills.
-Ability to greet patients.
-Ability to process and sort incoming and outgoing mail.
Qualifications
Education
High School Diploma or Equivalent required
Can this role accept experience in lieu of a degree?
No
Licenses and Credentials
Experience
Prior experience working with the public preferred. 0-1 year required
Knowledge, Skills and Abilities
- Must be able to read, write legibly, speak clearly and understand the English language.
- Must possess the ability to make independent decisions when circumstances warrant such action in a timely fashion.
- Must possess the ability to deal tactfully with staff, patients, family members, visitors, government agencies/personnel and the general public.
- Must possess the willingness to work harmoniously with professional and non-professional personnel and the general public.
- Must be able to work in a fast paced environment with multiple phone calls, questions and tasks.
- Maintain and promote positive attitude and customer service with patients, staff members and other departments.
- Maintain compliance with hospital policies, procedures and regulatory mandates.
- Maintain competency for entry of demographic and insurance information.
- Respond to problem solving.
- Ensure accuracy and completeness of demographic information.
- Ability to comprehend and ensure compliance with hospital and departmental policies and procedures.
- Ability to create team environment/working conditions.
- Ability to independently follow assigned tasks to completion.
- Capable of decision making based on experience and situation.
- Ability to multitask and field switchboard phone calls.
- Computer skills.
- Ability to greet patients.
- Ability to process and sort incoming and outgoing mail.
Additional Job Details (if applicable)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$21.32 - $44.22/Hourly
Grade
SM1207
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.