Supervises staff to ensure compliance with hospital goals and mission in a way that contributes to the growth of the staff/department.
Manages work flow and monitors quality of work of the support staff group to ensure an efficient operational flow, timely completion of assignments and adherence to department's standards and regulations.
Distributes work load in a fair and equitable manner in order to meet departmental goals and ensure proper patient flow.
Assists supervisor in determining appropriate work procedures to meet targeted goals; identifies problem areas and initiates changes in assignments, procedures, etc.
Coordinates and maintains the monthly schedule for department coverage. Schedules team assignments for the week, for the day and schedules breaks. Reviews with supervisor at least weekly.
Assists with the training of staff, to ensure compliance with mandatory regulations.
Assist supervisor in monitoring staff performance, productivity and compliance with departmental procedures to ensure quality and completeness. Provides feedback to supervisor to assist in staff annual performance appraisals.
Works cooperatively and provides constructive feedback to staff and takes appropriate steps to effectively resolve issues, seeking assistance from his/her supervisor/manager when needed.
Provides direction and development to employees by coaching, identifying training needs, assigning progressively challenging projects, and assisting in career development planning.
Remains knowledgeable of and follows appropriate policies, procedures, and work rules, including but not limited to, policy regarding hours of work, absenteeism and tardiness. Provides recommendations to supervisor or manager regarding follow-up action and/or disciplinary actions.
Interviews patients, families, or referring physicians via fax or telephone to obtain all financial and demographic information required for reimbursement for services rendered.
Enters patient registration data into on-line system using a PC/computer terminal according to established procedures to ensure proper reimbursement from third-party payors and patients.
Monitors team members to assure they follow departmental and hospital policies. Recommends changes to departmental policies and procedures relative to billing and collection in order to achieve the goals of productivity and quality patient-focused service
Responds to inquiries, identifies problems, and resolves the problem or issue.
Meets with team, other team leaders, and all related departments to coordinate activities, share information, and identify and resolve problems. Promotes cooperation between teams.
Acts as a resource person and team leader to ensure each ED Patient Access Representative receives the necessary support to accomplish goals.
Ensures all areas of the Emergency Department are adequately covered with ED Patient Access Representatives
Conducts daily shift huddles
Delivers outstanding customer service to both internal and external customers.
Ensures the integrity of the data in the hospital's information system with respect to patient demographic, insurance and admission information.
Verifies patient insurance using various methods.
Applies knowledge of payer requirements and guidelines to ensure effective reimbursement.
Participates in holiday coverage rotation.
Secures patient valuables.
Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.
Demonstrates ability to handle difficult situations by using effective problem solving skills.
Serves as a resource for patients and others with questions regarding registration, insurance eligibility and patient admission.
Collects insurance copays from patients.
Collaborates with other team leaders and ED Patient Access Representatives to ensure a positive and effective patient experience.
Demonstrates ability to work independently and as part of a team in a fast paced environment with constant interruption.
Flexible availability to accommodate work coverage requests.
Answers telephone calls in a courteous manner; maintains department files, and responds to inquiries from personnel, patients and the general public.
Monitors and maintains inventory of office supplies and equipment. Reports all purchase needs to department supervisor.
Keeps office equipment in working order and contacts vendors or IT Help Desk, as necessary, for repairs or replacements. Notifies supervisor, manager or director of problem if not addressed in a timely manner.
Covers/"floats" to other areas under the direction of a manager and/or director or departmental need.
Organizes work area for efficiency, neatness and safety.
Performs On-Call rotation, as applicable.
Communicates with all members of staff on work-related issues effectively and courteously.
Assists supervisor in planning, organizing and coordinating departmental activities, meetings or functions, obtaining assistance from staff, as necessary.
Maintains strict protocols of all confidential or sensitive information
Utilizes hospital's cultural beliefs as the basis for decision making and to facilitate the hospital's goals and mission.
Follows established hospital infection control and safety procedures.
Perform other duties assigned or as necessary.
Must adhere to all of BMC's RESPECT behavioral standards.
Boston Medical Center
Apr 22, 2025