Registration & Financial Representative (Second Shift)

Location: Baystate Medical Center
759 Chestnut Street
Springfield, MA

Schedule: Full-Time, Second Shift
Hours: Monday–Friday, 2:30 p.m. – 11:00 p.m.
Saturday Hours: 1:30 p.m. – 10:00 p.m.
Every other weekend and rotating holidays are required.

Resume required with application

Position Summary

Under the direction of the Revenue Cycle Registration Supervisor or Manager, the Registration & Financial Representative is responsible for providing exceptional customer service while ensuring an accurate and efficient patient registration experience.

In this role, you will greet and register patients, verify demographic and insurance information, obtain required documentation and signatures, collect patient financial responsibility payments, and ensure all registration information is complete and accurate for billing purposes. You will also identify patients who may benefit from Financial Counseling services and coordinate appropriate referrals.

The Registration & Financial Representative serves as an important first point of contact for patients and families, creating a welcoming experience while supporting the organization's commitment to quality patient care, financial stewardship, and excellent customer service.

Essential Job Responsibilities

• Welcome patients in a warm, friendly, and professional manner while providing outstanding customer service.
• Register patients accurately by obtaining and verifying demographic, insurance, and financial information.
• Verify patient identity and maintain strict confidentiality in accordance with organizational policies and HIPAA requirements.
• Collect all required registration documentation, signatures, and government-mandated statistical information.
• Verify insurance eligibility and accurately enter payor information to support timely and accurate billing.
• Identify patients who may benefit from Financial Counseling services and make appropriate referrals.
• Review insurance information and educate patients regarding their financial responsibility for services.
• Collect copayments, deductibles, outstanding balances, and other patient responsibility payments using established cash-handling procedures.
• Process cash and credit card payments accurately.
• Review patient accounts, identify outstanding balances, and collect delinquent patient payments when appropriate.
• Communicate effectively with patients, coworkers, and clinical departments to resolve registration issues and improve workflows.
• Direct patients to their scheduled appointment or treatment location.
• Assist patients by providing general information regarding hospital services and policies.
• Adapt to changing schedules, staffing needs, and daily departmental priorities.
• Successfully complete departmental orientation, required training, annual education, and competency assessments.
• Demonstrate Baystate Health's core values of Respect, Integrity, Teamwork, Lifelong Learning, Service Focus, Ownership, Collaboration, Valuing Differences, and Courage in all interactions.

Required Qualifications

• High school diploma or equivalent.
• Previous customer service experience.
• Ability to communicate professionally and effectively with patients, families, providers, and coworkers.
• Basic computer proficiency with keyboarding skills of at least 25 words per minute.
• Ability to speak, read, and write English clearly using proper grammar and vocabulary.

Preferred Qualifications

• Previous patient registration, healthcare registration, medical office, hospital admissions, or revenue cycle experience.
• Bilingual skills are strongly preferred.
• Knowledge of medical terminology and health insurance plans.

Skills & Competencies

• Excellent customer service and interpersonal skills.
• Strong attention to detail and organizational abilities.