Patient Check-In Representative

About the role

You will perform Patient Check-In Representative duties with a high level of autonomy and competency, serving as a key member of the medical team. This role delivers excellent customer service, supports strong patient-clinician relationships, and handles significant higher-level administrative tasks under the general supervision of the Supervisor or Regional Manager of Central Check-In Operations.

Location: 228 Billerica Rd, Chelmsford, MA 01824. Training will require one full day at another location (to be determined upon hire). Travel may be required to other locations to assist with coverage and/or training as needed.

Schedule

• Full-time, 40 hours per week
• Monday - Friday, 8:00 AM - 4:30 PM EST

Responsibilities

• Complete check-in process, including general health screening procedures, to notify the clinical unit of patient arrival and direct patients according to service line customer service standards.
• Identify patients with incomplete registrations and update information; call Central Registration Office or scan insurance cards as needed for follow-up.
• Ensure patients are registered with the correct accounts; verify and update demographic and insurance information.
• Ensure all patients have completed and signed registration, NPP non-covered services waiver forms, and any other applicable forms required for compliance or billing.
• Utilize health plan or vendor-specific websites to verify insurance eligibility.
• Identify patients with workers' compensation and motor vehicle accident-related injuries; create a shell account and refer these patients to Medical Billing (ILR Team) for completion of registration.
• Review completed documentation for workers' compensation and motor vehicle-related injuries and scan information into medical records.
• Ensure patients have appropriate referrals and signed waivers if necessary; enter referral information into the Epic System.
• Collect payments, co-payments, and past due balances; post payments to the appropriate account and date of service.
• Complete end-of-day cash processing reconciliation by balancing daily deposit with Resolute user batch; complete all cash-related forms and make daily deposits at the drop safe. Adhere to all established cash receipts policies and procedures.
• Perform daily business office cashier functions, including:
  • Receiving funds from users in practice areas and counting money to verify cash receipts.
  • Researching and resolving problems with transactions and balances.
  • Reconciling daily practice collections to the Daily Collection Report (DCR).
  • Preparing daily bank deposits for the practice and transporting the deposit to the Garda drop safe with security or building services escort.
  • Balancing cash and receipts; preparing and providing cash receipts with required reconciliation and tally documents.
  • Maintaining ongoing daily and monthly area statistics, including user batch reports and copies of the DCR.
• Run and/or review end-of-day reports to identify variances; follow up with users for corrections. Track errors and losses to ensure accuracy and identify fraudulent activity or theft.
• Communicate with area supervisors or end users when expected collections are not received or whenever an error is discovered. Interact with the cash receipt department to resolve discrepancies or answer questions related to the DCR or cash processes.
• Post payments (e.g., petty cash checks) and research discrepancies between posted balances and deposits (e.g., bank discrepancies/variances). Make adjustments in Epic's Resolute as needed and work with Billing Operation staff to resolve Resolute posting errors.
• Ensure change is available daily for department users; prepare daily change banks for department users. Separate banks from daily deposits to ensure bank availability for the next day's collection and perform periodic confirmation counts on department cash change banks.
• Place coin orders as needed through Bank of America to ensure availability of change on site.
• Provide regular feedback and individual training to site staff regarding cash handling and end-of-day deposit procedures.
• Maintain and routinely update required cash handling forms; keep adequate supplies of such forms for all departments. Order, maintain, and distribute supplies, including collections and bank deposit forms, imprinted deposit slips, bank deposit bags, and other supply items related to practice collections and bank deposit systems.
• After 90 days in the role, review, research, and correct information as needed for work business reports or work queues, including but not limited to incoming referral work queues, missing coverage reports, and outstanding balance reports.
• Provide information to patients as requested; order ambulance and/or coordinate transportation when needed; perform overhead pages for Rapid Response; arrange for Interpreter Services; and provide site phone coverage as necessary.
• Perform other duties as assigned.
• Access only the minimum necessary protected health information (PHI) for job duties. Actively protect the confidentiality and privacy of all PHI in all forms (written, verbal, electronic, etc.) and take reasonable precautions to prohibit unauthorized access. Comply with all Atrius Health and departmental privacy policies, procedures, and protocols, and follow HIPAA privacy guidelines without deviation.

Requirements

• High School Diploma/GED.
• 1+ years of customer-facing experience in a business role (e.g., healthcare or hospitality check-in with cash handling, insurance verification, payment collection, banking, billing, or end-of-day reconciliation).
• Intermediate proficiency with computer skills, including keyboarding, data entry, and moving quickly between multiple application systems; proficiency in email.

Preferred Qualifications

• Previous Epic experience.
• Working knowledge of check-in or registration procedures and self-pay collections in a healthcare environment.
• Working knowledge of medical office check-in functions, including health plan coverage, referrals, authorizations, and patient balance terminology (deductible, co-pay, co-insurance).

Skills

• Demonstrated customer service and recovery skills; strong verbal, written, and telephone communication skills.
• Ability to work under time pressure, juggle multiple priorities, and manage deadlines.
• Teamwork, flexibility, reliability, and adaptability; ability to adjust work schedule as needed.
• Attention to detail and demonstrated multi-tasking skills.

Benefits

• Paid Time Off (accrued starting with the first pay period) plus 8 paid holidays.
• Medical plan options, including participation in a Health Spending Account or Health Savings Account.
• Dental, Vision, Life & AD&D Insurance, along with Short-term and Long-Term Disability coverage.
• 401(k) Savings Plan and Employee Stock Purchase Plan.
• Education Reimbursement.
• Employee Discounts and Employee Assistance Program.
• Employee Referral Bonus Program.
• Voluntary Benefits (e.g., pet insurance, legal insurance, long-term care insurance).

Pay

The hourly pay for this role ranges from $16 - $29 per hour based on full-time employment. Pay is determined by several factors, including local labor markets, education, work experience, and certifications.