Thank you for your interest in a career at NeighborHealth, formerly East Boston Neighborhood Health Center!

Everywhere you turn, you can feel the immeasurable level of enthusiasm here at NeighborHealth! We are one of the largest community health centers in the country, supporting the greater Boston area and focusing on the well-being of our patients and local community. From the nurses and physicians on the front line of patient care, to the managers who lead and guide our staff, to the many support roles that keep our facilities running smoothly - everyone plays a vital role in improving medicine for our patients.

Interested in this position? Apply online and create a personal candidate account!

Current Employees of NeighborHealth- Please use our internal careers portal to apply for positions.

To learn more about working at NeighborHealth and our benefits, please visit out our Careers Page.

Time Type:

Full time

Department:

Registration

All Locations:

1601 Washington Street

Position Summary:

Primarily performs all registration and scheduling related activities in the South End Patient Access Department. This includes the delivery of exceptional customer service and the accurate and comprehensive collection, verification, and of demographic, insurance, and account information. In addition, the PAC supports various clinical department operations by answering incoming calls to the South End, performing primary functions such as appointment scheduling, coordinating refill requests, appropriately screening of calls that need to be transferred to a nurse, messages to providers, and outreach calls to patients by provider request. As a member of the Patient Access team, your goal is to maximize health center revenues through accurate comprehensive demographic, and account information and verified insurance coverage while facilitating efficient patient flow within the South End Location. A successful candidate would demonstrates superior customer service, written and verbal communication, judgment and problem solving skills.

Essential Duties & Responsibilities                    

Promotes a welcoming environment, being mindful of body language and side conversations, while consistently focusing on making patients feel welcomed by being attentive and responsive to their situation.Communicates accurately and clearly to make sure patient/colleague understands information providedDemonstrates the willingness to problem solve independently and the judgment to know when to seek assistance from othersIs responsive to feedback and demonstrates ability to apply feedbackMaintains a positive attitudeAdheres to Attendance, Punctuality, Dress code, Cell phone & all NeighborHealth policies such as privacy, patient identification and infection control.Maintain excellent punctuality and attendance.Timely and accurate completion and submission of timesheetsExhibits attentiveness at work by following NeighborHealth cell phone policy.Attends and actively participates in staff meetings and trainings.Maintains cooperative working relationships and builds team identity within the department, the Patient Access team and across the organizationDemonstrates self-motivation and independence by making optimal use of standby timeUnderstands the importance of covering all areas/tasks as needed to fulfill core departmental functions.Verifies insurance per dept protocol using external insurance websites/portals and or RTEWorks within the scope of the departmental guidelinesTakes detailed messages and documents/sends via the appropriate communication toolProficient in the use of the electronic medical record (Epic) as it pertains to department-based workflows/guidelines as well as other electronic network tools such as Workday, Outlook, MyChart.Reports delays in supply orders, safety and equipment problems, and malfunctioning or missing equipment.Interacts in manner that is mindful of the individual by being sensitive to culture, age, gender and lifestyleStrives to find common ground when interacting with patients and colleaguesSE PA Staff have a dual role: call center agents and registration staff. 50% or more of their time, they are functioning as call center agents.Promptly answers all incoming calls via Touchpoint for the following queues: Main line, Primary Care, Hass Center, Nutrition, Vision, Patient Services, and Behavioral Health. Also assist with the COVID lines as needed. Back up agents for Women’s Health, Pediatrics and Recovery Services lines.*plan to take service lines as prime agentsMeets departmental metric of completing 60-90 calls per dayAppropriately schedules, cancels, and or reschedules appointments for the following departments: Primary Care, Hass Center, Nutrition, Vision, Patient Services, Behavioral Health,, and the COVID DepartmentAppropriately creates telephone and refill encounters and routes to the appropriate poolsAppropriate create COVID lab orders in Epic and create negative test result letters as neededAppropriately refers patients to other departments when required and announces all warm transfer calls, in accordance to guidelines, to assure optimal delivery of customer service                                                                      Knowledge of “red flag”/urgent symptoms; know when immediate nurse involvement is needed                                                   Assists in escalated complaints that are not specifically requesting a supervisor and creates CRMs           Follows the check in/registration guidelinesFollows check out guidelines when at the Hass, covering in BH/Dental/Vision departments in personProcess co-pay, self-payment posting as appropriate and cash handling following NeighborHealth protocolMonitors waiting rooms when covering RegistrationProcess UDS, Privacy Notice, Consent to Bill/Treat forms, Care Partner forms, PHQ9, MVA/WC forms.Faxing sorting and distributionComplete pre-registration WQs for Primary Care (includes WH and Pedi), Nutrition, Vision, BH, Dental, Recovery Services, Neurology, Acupuncture, and Pedi AsthmaComplete the telehealth reports for all departments/providers at South EndCompletes the Nutrition WQ/outreaches in the SE Internal WQCompletes the in basket/staff messages request from providers

EDUCATION:

High School Diploma or G.E. Equivalent required.

EXPERIENCE:

One year of customer service experience previous experience in health insurance or medical setting strongly preferred.

SKILLS/ABILITIES:

Bilingual in English and Spanish required. Demonstrates ability to work in a fast paced environment performing multiple tasks simultaneously.

Benefits:

Medical, dental, and vision coverageLife and disability insurance401(k) retirement planTuition reimbursementFlexible spending and transportation accountsPaid holidays, vacations, sick, and personal timeGenerous staff development benefitExcellent malpractice coveragePet insuranceFree parkingAnd much more