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. Reporting to the Manager of Patient Access, the Lead Patient Access Representative is responsible for maintaining and coordinating the schedule for patient access staff. The Lead Patient Access Representative coordinates and ensures efficient operation and quality service with departments, physicians, and the public. Responsible for obtaining and recording accurate and complete information relative to the registration of patients, for the purpose of creating legal records, while maintaining patient confidentiality. This position requires the provision of a high level of customer service to patients and physicians both in person and by telephone. Maintains confidentiality and integrity with all parties involved.
Job Description:
Essential Duties & Responsibilities including but not limited to:
· Monitors and modifies staff work schedules to ensure enough personnel are available to support the provision of services.
· Conducts orientation and training of new employees to the policies and procedures of BILH and the Department.
· Contributes to the performance appraisals of staff. · Assists the Manager in assuring communication of entity-wide and department-specific initiatives.
· Ensures staff is compliant with department procedures in using the insurance verification software program for insurance membership and patient address. Reports on staff compliance to the Manager Patient Access and assists with reeducation and performance improvement plans when indicated.
· Work closely with the scheduling areas to affirm proper information is obtained at preregistration of all services. Inform the Director of Patient Business Services if issues are identified that need to be reported to another Department's Director.
· Interview patients or their designee to secure personal, social, and financial data sufficient to support the patient's medical record and to meet the Hospital's legal and financial requirements.
· Greets all patients and others with courtesy, promptness, respect, and concern in compliance with the local Hospital’s.
· Demonstrates respect for and compliance with the patient's right to privacy and confidentiality.
· Obtains all patient identification and obtains appropriate signatures and/or copies of insurance cards.
· Creates and verifies accuracy of face sheets, wristbands, and stickers for each patient.
· Verifies insurance eligibility and address verification, when necessary, with online verification systems.
· Answers telephones using the BILH telephone etiquette process.
· Prepares accurate daily statistical and other reports as deemed necessary.
· Employee maintains competencies (position-specific and entity-wide) required for the specific patient population served.
· Perform all duties in accordance with safety and other laws, rules, and regulations as set forth by appropriate licensing, credentialing, regulatory, and government agencies and in accordance with established department and hospital policies and procedures.
Competencies:
· Decision Making: Ability to make decisions that are guided by precedents, policies, and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
· Problem Solving: Ability to address problems that are highly varied, complex, and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
· Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. The Manager/Director provides broad guidance and overall direction.
· Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
· Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families, and external customers.
· Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices, and policies with the ability to use them in complex varied situations.
· Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
· Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.
Minimum Qualifications:
Education: High School Diploma or equivalent.
Licensure, Certification & Registration: N/A
Experience: Three (3) years of experience in Patient Access and/or a Revenue Cycle organization.
Skills, Knowledge & Abilities: · Demonstrated experience in effectively coordinating multiple tasks or activities is required. · Knowledge of Electronic Health Records (EHR), medical terminology and hospital or physician-based registration systems and/or previous work experience in a hospital patient registration position is preferred. · Strong verbal and written communication skills reflecting the ability to effectively communicate with a diverse patient population and/or their designated representatives. · Ability to work effectively and calmly in a fast-paced, intense setting with exposure to the critical and emergent medical situations of patients. · Demonstrate ability to organize and prioritize work, accurately record detailed information, provide oral and written instructions, and interact tactfully with patients.
Pay Range:
$22.60 – $30.42
The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.
