Senior Patient Access Representative

Overview

Harbor Health Services is an innovative, growing, mission-based organization that serves our community by providing local, affordable services to help individuals reach their full potential. Harbor Health delivers medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod. We also operate 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, and a Woman, Infants and Children (WIC) Nutrition Program.

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!

The Senior Patient Access Representative is responsible for the coordination and management of the Central Support processes.

• 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 processes and manages deposits during the week.
• Analyzes data from the EPIC Practice Management system to correct individual patient encounters, report trends, and suggest corrective action as needed.
• Oversees administrative requests from patients 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.

• 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

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

The salary range and/or hourly rate listed is a good faith determination of base compensation that may be offered to a successful applicant for this position at the time of this job advertisement. When determining actual base salary and/or rate, several factors may be considered as applicable (e.g. location, years of relevant experience, education, training, and other factors as permissible by law).

1 evening weekly and Saturday rotation
40 hours weekly