Site: Martha's Vineyard Hospital, Inc.
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Job Summary
The Patient Access Representative is responsible for:
1. Coordinating and performing all duties to ensure that the MVH registration system is up to date with correct patient information. This includes utilizing all available tools to verify, enter, and confirm all insurance information.
2. Additionally, the Patient Access Representative is cross-trained to cover the switchboard/ER Greeter and mail room functions.
All of these functions must be carried out in a professional and courteous manner that is consistent with the guidelines developed for this position. In all cases, meeting the needs of our patients will be the number one priority of this position.
Does this position require Patient Care?
Yes
Essential Functions:
PATIENT ACCESS REPRESENTATIVE
- Maintain a courteous, calm and pleasant manner at all times.
- Greet people with a helpful and positive attitude.
- Represent Martha’s Vineyard Hospital in a positive manner in all communications.
- Demonstrate a commitment to maintaining positive and effective working relationships with other hospital departments.
- Use proper workplace etiquette to encourage a pleasant and supportive departmental atmosphere.
- Using the highest levels of excellent customer service, welcome each patient and visitor to MVH, determine what their needs are and direct them in a kind and courteous manner.
- In accordance with HIPAA regulations, input correct ordering and primary care physician information for all patients to ensure that all test results reach their proper destinations.
- Scan front and back of each patient’s insurance card, and for new patient’s front and back of Photo ID.
- Identify and correctly enter insurance policies prime to MR.
- Act as a resource for self-pay patients and those with MassHealth (and related policies) questions by providing literature and/or by directing them to the Patient Financial Counselor.
- Direct patients and their paperwork to the appropriate departments at the appropriate time.
- Without fail, respect the confidentiality of the information provided by patients or other hospital-based departments.
- Ensure that conversations are kept as quiet as possible and that no information is shared with parties who are not entitled to have it, including co-workers.
- Keeping EMTALA requirements in mind, collect appropriate insurance co-payment and process credit card/check/cash transactions using Cash Tracker system.
- Make use of the AT&T Language Line to assist patients who do not speak English.
- Perform quality control audits and update registration errors.
- Interact effectively with all internal and external departments and patients to ensure that the registration process runs smoothly and that it supports all of the hospital’s information.
- Advise manager of errors for the purpose of on-going training – minimizing negative impact on revenue.
- Perform other reasonable duties as assigned by management.
SWITCHBOARD OPERATER/ER GREETER.
- Answer outside calls, relay calls to the proper department/ extension, and transfer calls when necessary.
- Answer and screen in-house calls and complete calls for patients who may need assistance.
- When greeting patients entering the ED, assess degree of illness/injury and immediately seek medical assistance if life threatening condition exists according to ED provided symptom list. (This is not a clinical position and is done to the best of the greeter’s ability.).
- Assist ED registrars with meeting patient needs for timely registration.
- Monitor the ED waiting room and wait times.
- Maintain patient confidentiality.
- Answer questions, give directions.
- Maintain a log of patient names, room numbers, and telephone extensions in order to expedite relayed calls.
- Update the census at the beginning of each shift and every 3 hours thereafter, at a minimum.
- Establish at the beginning of the shift, a list of people on call.
- Page people in the institution as needed in a professional manner.
- MAILROOM.
- Sort all incoming mail and post outgoing mail.
- Prepare batch mailings as requested.
- Maintain postage meter with adequate funds to operate daily.
- Maintain an adequate supply of mailing items, including FedEx and USPS forms.
- Report repairs needed for postage, fax, and copier machine.
- Assist with any other duties assigned.
- SKILLS/ABILITIES/COMPETENCIES.
- Maintain and promote positive attitude and customer service with patients, staff members and other departments.
- Maintain compliance with hospital policies, procedures and regulatory mandates.
- Maintain competency for entry of demographic and insurance information.
- Respond to problem solving.
- Ensure accuracy and completeness of demographic information.
- Ability to comprehend and ensure compliance with hospital and departmental policies and procedures.
- Ability to create team environment/working conditions.
- Ability to independently follow assigned tasks to completion.
- Capable of decision making based on experience and situation.
- Ability to multitask and field switchboard phone calls.
- Computer skills.
- Ability to greet patients.
- Ability to process and sort incoming and outgoing mail.
Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No Licenses and Credentials Experience Prior experience working with the public preferred. 0-1 year required Knowledge, Skills and Abilities - Must be able to read, write legibly, speak clearly and understand the English language. - Must possess the ability to make independent decisions when circumstances warrant such action in a timely fashion. - Must possess the ability to deal tactfully with staff, patients, family members, visitors, government agencies/personnel and the general public. - Must possess the willingness to work harmoniously with professional and non-professional personnel and the general public. - Must be able to work in a fast paced environment with multiple phone calls, questions and tasks. - Maintain and promote positive attitude and customer service with patients, staff members and other departments. - Maintain compliance with hospital policies, procedures and regulatory mandates. - Maintain competency for entry of demographic and insurance information. - Respond to problem solving. - Ensure accuracy and completeness of demographic information. - Ability to comprehend and ensure compliance with hospital and departmental policies and procedures. - Ability to create team environment/working conditions. - Ability to independently follow assigned tasks to completion. - Capable of decision making based on experience and situation. - Ability to multitask and field switchboard phone calls. - Computer skills. - Ability to greet patients. - Ability to process and sort incoming and outgoing mail.
Additional Job Details (if applicable)
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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%)
Onsite
One Hospital Road
0
Per Diem
Rotating (United States of America)
Pay Range
$21.32 - $44.22/Hourly
Grade
SM1207
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
1550 Martha's Vineyard Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
