Patient Access Representative II

Site: Massachusetts Eye and Ear Infirmary

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

Shift Description:
This position works an 8.5-hour shift, including a 30-minute lunch. Every Monday is a required workday. If Monday falls on a holiday closure, the employee is required to work the following business day (Tuesday). The day following any holiday closure is also required.

Additional days and hours will be scheduled based on business needs. The supervisor will review the calendar and coordinate these dates and times with the employee in advance.

Under the direction and supervision of leadership, the Patient Access Representative is responsible for registration, scheduling of appointments and training. The Coordinator will work with patients, medical office staff, clinicians and others in obtaining and recording the necessary information to ensure an efficient and effective patient and financial flow for ambulatory, surgical and inpatient visits.

Qualifications

1.    Ensures the integrity of the data in the hospital’s information system, Epic, with respect to patient demographic, health insurance and appointment information. 
2.    Responsible for scheduling and registering.
3.    Review and follow clinical guide instructions to effectively schedule appointments in provider schedules based on diagnosis and specialty. 
4.    Delivers outstanding customer service while answering a high volume of incoming calls.
5.    Verifies patient health insurance using various methods including websites and NEHEN. 
6.    Applies knowledge of contracted health insurance participation to ensure accurate appointment scheduling. 
7.    Collaborate with medical office staff to ensure a positive and effective patient experience.  
8.    Serves as a resource for patients and others with questions regarding registration, health insurance eligibility and benefits. 
9.    Accurately reviews and assesses coordination of benefit information. 
10.    Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization. 
11.    Responsible for resolving registration-related edits within various work queues.
12.    Serve as a registration, referral and authorization resource for patients and colleagues. 
13.    Demonstrates ability to handle difficult situations by using effective problem solving skills. 
14.    Collaborates with colleagues to ensure a positive and effective patient experience.
15.    Demonstrates ability to work independently and as part of a team in a fast paced environment with constant interruption. 
16. Flexible availability to accommodate work coverage requests.
17.    Able to accurately type at least 40 words per minute.
18.    Relates effectively to various types of customers in a professional and courteous manner. 
19.    Utilizes supervisor or manager to resolve issues/concerns as needed.
20.    Attends and participates in departmental meetings.
21. Adhere to all HIPAA regulations and patient confidentiality guidelines.
22.    All other duties as assigned.

EDUCATION AND EXPERIENCE: Requires a professional, service-oriented individual with strong organizational skills and sound judgment, an independent thinker with the ability to work under limited supervision. Must possess a high school diploma or GED. Must complete at least one year as a Patient Access Coordinator. 

WORKING CONDITIONS: Mental and visual attention requiring combination of alertness and manual dexterity when typing/using a PC.  This is a work from home position, must have internet access and a workspace free from others in the home. 

REQUIREMENTS: Must be able to read and write fluently in English, spoken languages other than English is a plus. High volume of telephone work with patients, clinical staff and colleagues. Casual business attire is required when onsite at Assembly Row. This is an essential employee role. During a state of emergency or disaster that may impact on the operations of the Hospital, all employees in this role could be required to report for duty.

Can this role accept experience in lieu of a degree?
No

Additional Job Details (if applicable)

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

0

Employee Type

Per Diem

Work Shift

Day (United States of America)

Pay Range

$19.81 - $28.30/Hourly

Grade

3At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

5110 Massachusetts Eye and Ear Infirmary is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

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.