Patient Access Representative II

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

1. Ensures the integrity of the data in the hospital's information system, Epic, with respect to patient demographic, health insurance and appointment information.
2. Responsible for scheduling and registering.
3. Review and follow clinical guide instructions to effectively schedule appointments in provider schedules based on diagnosis and specialty.
4. Delivers outstanding customer service while answering a high volume of incoming calls.
5. Verifies patient health insurance using various methods including websites and NEHEN.
6. Applies knowledge of contracted health insurance participation to ensure accurate appointment scheduling.
7. Collaborate with medical office staff to ensure a positive and effective patient experience.
8. Serves as a resource for patients and others with questions regarding registration, health insurance eligibility and benefits.
9. Accurately reviews and assesses coordination of benefit information.
10. Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.
11. Responsible for resolving registration-related edits within various work queues.
12. Serve as a registration, referral and authorization resource for patients and colleagues.
13. Demonstrates ability to handle difficult situations by using effective problem solving skills.
14. Collaborates with colleagues to ensure a positive and effective patient experience.
15. Demonstrates ability to work independently and as part of a team in a fast paced environment with constant interruption.
16. Flexible availability to accommodate work coverage requests.
17. Able to accurately type at least 40 words per minute.
18. Relates effectively to various types of customers in a professional and courteous manner.
19. Utilizes supervisor or manager to resolve issues/concerns as needed.
20. Attends and participates in departmental meetings.

21. Adhere to all HIPAA regulations and patient confidentiality guidelines.
22. All other duties as assigned.

EDUCATION AND EXPERIENCE: Requires a professional, service-oriented individual with strong organizational skills and sound judgment, an independent thinker with the ability to work under limited supervision. Must possess a high school diploma or GED. Must complete at least one year as a Patient Access Coordinator.

WORKING CONDITIONS: Mental and visual attention requiring combination of alertness and manual dexterity when typing/using a PC. This is a work from home position, must have internet access and a workspace free from others in the home.

REQUIREMENTS: Must be able to read and write fluently in English, spoken languages other than English is a plus. High volume of telephone work with patients, clinical staff and colleagues. Casual business attire is required when onsite at Assembly Row. This is an essential employee role. During a state of emergency or disaster that may impact on the operations of the Hospital, all employees in this role could be required to report for duty.

Can this role accept experience in lieu of a degree?
No

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Pay Range

Grade