Patient Access Representative (Per diem)(Roslindale Med Ctr)

Boston Medical Center (BMC) is more than a hospital. It's a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all-and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet - an integrated health care delivery systems that includes many community health centers. Join BMC today and help us achieve our Vision 2030 which is a long-term goal to make Boston the healthiest urban population in the world.
 

Position: Patient Access Representative
Department: Roslindale Ops
Schedule: Per Diem

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.

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.

General Duties and Standards

• Adapts to changes in the departmental needs including but not limited to: offering assistance to other team members, floating, adjusting assi