Senior Patient Access Representative

Harbor Health Services, Inc.•Plymouth, MA

21d

About The Position

Harbor Health Services is an innovative, growing, mission-based organization that lives, serves and collaborates with our community members to achieve our mission to help individuals reach their full potential through access to local, affordable services that promote health. Harbor provides medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod. Harbor Health also operates two Programs for All-Inclusive Care for the Elderly in Mattapan and Brockton, providing comprehensive healthcare, transportation and social services for more than 580 frail elders who continue to live with dignity and independence in the community and a Woman, Infants and Children (WIC) Nutrition Program. To help further the mission of Harbor, we are looking for a talented Senior Patient Access Representative to join our Central Support Patient Access Team. We offer an excellent, comprehensive benefits package including Health, Dental, Vision, Life, & Disability insurance, 403b Savings Plan, Generous Paid Time Off plus 11 additional Holidays and much more! Role: The Senior Patient Access Representative is responsible for the coordination and management of the Central Support processes.

Requirements

High School Diploma or equivalent
Must have at least 1 year of experience as a Patient Access Representative
3 years of operations experience in health or human services preferred
Excellent verbal and written communication skills and customer service skills
Excellent organizational skills with attention to detail and prompt follow up
Computer literacy with Microsoft Office, EPM (Electronic Practice Management) experience with EPIC/OCHIN preferred
Basic Math and reading comprehension skills, problem solving skills
Bilingual preferred, English and Portuguese or Spanish preferred
Familiarity with using Medical terminology preferred
Able to handle multiple requests and prioritize appropriately

Responsibilities

Provides ongoing coaching to Central Support staff to ensure excellent customer service and compliance with all HHSI protocols.
Orients new Patient Access Representatives (PAR).
Works with the Director of Operations/Practice Director to identify resource and training needs and implement changes.
Responsible for the day to day scheduling of PAR staff to ensure optimal coverage.
Assists with maintaining provider templates and edits template exceptions as required or needed.
Orders supplies for the department.
Provides back-up coverage for PAR responsibilities as needed.
Responsible for the daily reconciliation of monies collected during patient registration process, manages deposits during the week.
Analyzes data from the EPIC Practice Management to correct individual patient encounters, report trends, and suggest corrective action as needed.
Oversees administrative requests from patients that are not handled by centralized call center; such as patient portal messages, answering service messages, and special cases escalated from call center agents.
Performs related administrative duties for the health center including but not limited to: Sorting and distributing mail Dental lab invoice reconciliation as appropriate Patient recall notices Special patient transportation requests
Follows up to resolve escalated patient experience issues, including those related to billing, releasing information, and customer service.