Patient Access Rep - Per Diem rotating shift- Martha's Vineyard Hospital

About the Role

The Patient Access Representative coordinates and performs duties to ensure the MVH registration system is up to date with accurate patient information, including verifying, entering, and confirming insurance details. This role is cross-trained to cover switchboard/ER Greeter and mailroom functions, prioritizing patient needs while maintaining professionalism and courtesy.

Responsibilities

• Patient Access Representative:
  • Maintain a courteous, calm, and pleasant manner at all times.
  • Greet patients and visitors with a helpful and positive attitude.
  • Represent Martha’s Vineyard Hospital positively in all communications.
  • Foster positive working relationships with other hospital departments.
  • Provide excellent customer service, welcoming patients and directing them appropriately.
  • Input correct ordering and primary care physician information in compliance with HIPAA.
  • Scan insurance cards and photo IDs for new patients.
  • Identify and enter primary insurance policies into the system.
  • Assist self-pay and MassHealth patients by providing literature or directing them to financial counseling.
  • Direct patients and paperwork to appropriate departments.
  • Maintain patient confidentiality and ensure conversations are discreet.
  • Collect insurance co-payments and process transactions using the Cash Tracker system, adhering to EMTALA requirements.
  • Use the AT&T Language Line to assist non-English-speaking patients.
  • Perform quality control audits and correct registration errors.
  • Collaborate with internal and external departments to ensure smooth registration processes.
  • Report errors to management to minimize revenue impact.
  • Perform other duties as assigned by management.
• Switchboard Operator/ER Greeter:
  • Answer and relay outside calls to the proper departments or extensions.
  • Screen in-house calls and assist patients with phone needs.
  • Assess patients entering the ED for life-threatening conditions (non-clinical role).
  • Assist ED registrars with timely patient registration.
  • Monitor the ED waiting room and track wait times.
  • Maintain patient confidentiality and provide directions.
  • Log patient names, room numbers, and extensions for efficient call relay.
  • Update the census at the start of each shift and every 3 hours thereafter.
  • Compile a list of on-call personnel at the beginning of each shift.
  • Page staff professionally as needed.
• Mailroom:
  • Sort incoming and outgoing mail.
  • Prepare batch mailings as requested.
  • Maintain the postage meter with adequate funds.
  • Stock mailing supplies, including FedEx and USPS forms.
  • Report repairs needed for postage, fax, and copier machines.
  • Assist with other assigned duties.

Skills & Competencies

• Maintain a positive attitude and promote customer service.
• Comply with hospital policies, procedures, and regulatory mandates.
• Accurately enter demographic and insurance information.
• Solve problems independently and make timely decisions.
• Ensure accuracy and completeness of patient information.
• Follow hospital and departmental policies and procedures.
• Foster a team-oriented work environment.
• Multitask and manage switchboard calls efficiently.
• Demonstrate proficient computer skills.
• Greet patients professionally and process mail accurately.

Qualifications

• Education: High School Diploma or equivalent required. Experience cannot substitute for this requirement.
• Experience: 0–1 year of prior experience working with the public preferred.
• Knowledge, Skills, and Abilities:
  • Proficiency in reading, writing, and speaking English.
  • Ability to make independent decisions in a timely manner.
  • Tactful communication with staff, patients, families, visitors, and agencies.
  • Willingness to collaborate with professional and non-professional personnel.
  • Ability to work in a fast-paced environment with multiple tasks and phone calls.

Physical Requirements

• Standing: Occasionally (3–33%)
• Walking: Occasionally (3–33%)
• Sitting: Constantly (67–100%)
• Lifting: Occasionally (3–33%), 20–35 lbs
• Carrying: Occasionally (3–33%), 20–35 lbs
• Pushing/Pulling: Rarely (Less than 2%)
• Climbing/Balancing: Rarely (Less than 2%) to Occasionally (3–33%)
• Stooping/Kneeling/Crouching/Crawling: Rarely (Less than 2%) to Occasionally (3–33%)
• 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/Near): Constantly (67–100%)
• Talking/Hearing: Constantly (67–100%)

Pay

$21.32 – $44.22/hour.

Schedule

• Work Location: Onsite at One Hospital Road
• Employee Type: Per Diem
• Work Shift: Rotating