Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health? CLICK HERE to apply through your Workday account.

Exemption Status:

Non-Exempt

Schedule Details:

Friday, Saturday

Scheduled Hours:

11p - 7am

Shift:

3 - Night Shift, 8 Hours (United States of America)

Hours:

16

Cost Center:

25080 - 5664 Patient Access Svs Sch

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:
1. Excellent customer service skills and knowledge, i.e.; service recovery.
2. Accurately collects and enters all patient demographic and financial information for all registration types. This includes obtaining signatures, scanning all documents (ROB’s, ID’s, etc.), obtaining ABN’s/IMM’s when applicable and collection of patient financial responsibility.
3. Routinely uses reference material necessary to insure proper course of action. Seeks guidance when appropriate.
4. Staff member follows downtime procedures as established.
5. Staff routinely and proactively works on downtime work. This includes but is not limited to DL’s, Insurance Management desktop, renaming faxed orders, cleanup of old/used orders, ensure work and patient waiting areas are neat and presentable.
6. Demonstrates understanding of their role in Press Ganey/HCAHPS scores. Focuses on their contribution in positively influencing patients experience and likelihood to recommend.
7. Processes pre-registrations for all appointment types and locations, excluding ER.
8. Answers phone and returns voicemails timely.
9. When uncertain, or when unusual situations occur, seek guidance from department manager. Never makes impulsive or hasty decisions.
10. Understands that everyone is a customer and demonstrates such by establishing good relationships with patients, visitors, ancillary departments and physician office personnel.
11. Staff member uses all eligibility resources available in order to verify the correct insurance is listed in the account.
12. Works well within the team environment and maintains open communication with co-workers. This includes meal breaks, shift change, etc.
13. Demonstrates ability to accurately identify and estimate patient financial liability (copayments, deductibles, coinsurances, deposits, etc.) Along with active collections, receipts, post and reconciles cash.
14. Consistently meets/exceeds Quality Review scores of 80%, 9 out of 12 months of the year.

Standard Staffing Level Responsibilities:
1. Complies with established departmental policies, procedures and objectives.
2. Attends variety of meetings, conferences, seminars as required or directed.
3. Demonstrates use of Quality Improvement in daily operations.
4. Complies with all health and safety regulations and requirements.
5. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
6. Maintains, regular, reliable, and predictable attendance.
7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:
Required:
1. High school graduate or GED required.

Experience/Skills:
Required:
1. Customer service experience required.
2. Receives on the job training under close supervision.

Preferred:
1. Previous clerical and Meditech experience desirable, but not required.
2. A good understanding of medical terminology helpful.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the are