Senior Patient Access Representative

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Working in Patient Access and as a member of the Beth Israel Lahey Health (BILH) System Services team, you can have a career that allows you to grow and advance while making a difference in people’s lives. We use a coordinated approach to delivering administrative and operational services across our entire healthcare system. By leveraging resources across the organization, we're able to provide high-quality, high-value care to the patients and the communities we proudly serve. Under the supervision of the Manager of Patient Access, the Senior Patient Access Representative assists the team according to the department's established policies, procedures, and practices to meet its goals. Interacts routinely with staff, patients, and other departments within the hospital to ensure patient satisfaction with the BILH registration experience. The incumbent will be to assist a team of Patient Access Representatives with training, handling registration-related calls, escalations, and maintaining accurate and timely reports, logs, files, and related information as required.

Job Description:

Essential Duties & Responsibilities including but not limited to:

· Acts as a resource for questions regarding all registration processes both established and new. Performs as a Subject Matter Expert (SME) in the knowledge of private and Government payers including their unique requirements. Fields technical questions and identifies issues/solutions for CCC OPD Registration functions including Eligibility Reports and Registration.

· Serves as a role model of professional behavior to the staff within their areas of responsibility and throughout the department, particularly in customer service, quality, attendance, and in achieving departmental goals.

· Answers telephone and register patients and update patient's records. Meet department standards relative to ACD policies and efficiencies; help manage voice mail messages within the same business day, registration emails and EHR requests.

· Helps with monitoring QA reports to identify training needs & ensure standards are met. Demonstrates collaborative and respectful behavior.

· Communicates clearly, concisely, and effectively with the patient and the patient's family. Contributes to a positive patient experience for patients and families through courteous phone greetings and registration activities. Demonstrates a positive, proactive approach required for the implementation of new programs and services that support the department's goals and objectives.

Competencies:

· Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.

· Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge, and skills based on general precedents.

· Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by the supervisor/manager.

· Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.

· Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families, and external customers.

· Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures, and policies with the ability to use them in varied situations.

· Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

· Customer Service: Ability to provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Minimum Qualifications:

Education: High School diploma or GED required. Associate's degree preferred.

Licensure, Certification & Registration: N/A

Experience: 1-3 years related work experience required.

Skills, Knowledge & Abilities:

· Demonstrate collaborative and respectful behavior and partner with all team members to achieve goals.

· Receptive to others' ideas and opinions and have a flexible schedule to be able to support department needs.

· Demonstrate accurate, clear, and timely verbal