At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.
Job Summary
Summary:Responsible for coordinating and leading registration staff, ensuring the smooth flow of patient intake, and maintaining a high level of accuracy in patient information.
Does this position require Patient Care? No
Essential Functions
-Lead the registration process for all incoming patients, including in-person, phone, and online registrations.
-Oversee the collection and verification of patient demographics, insurance information, and relevant medical data to facilitate proper billing and treatment planning.
-Ensure the accurate and complete entry of patient information into the hospital's electronic health record system.
-Provide guidance, support, and mentorship to registration staff, including training on registration procedures and customer service standards.
-Handle complex or escalated patient registration issues, ensuring a satisfactory resolution while maintaining professionalism.
-Oversee the process of verifying patient insurance coverage and obtaining necessary authorizations for medical procedures, treatments, or hospital admissions.
-Ensure compliance with hospital policies, industry regulations, and data privacy laws, including HIPAA, during the registration process.
-Generate and analyze registration-related reports, identifying trends and areas for improvement.
Qualifications
POSITION SUMMARY:
Under the direction and guidance of the Sr Manager of Operations, the Team Leader will assist with the day-to-day functions of the Admitting/ED Registration team.
ESSENTIAL FUNCTIONS:
Review and update demographic and insurance information for admitted patients.
Review admitted patient profiles and obtain notice of admission from health insurance companies.
Review after visit summaries of and secure appointments for Emergency Department patients.
Assist in training and development of new and existing staff.
Facilitate and coordinate hospital to hospital transfers
Train staff on departmental procedures and workflows.
Review bed requests and assign bed placements for inpatient units.
Ensure the delivery of the highest level of service to both internal and external customers by monitoring and providing quality assurance for all workflows and processes.
Provide guidance and assistance to the Admitting/ED Registrar as needed.
Must maintain adequate working knowledge of payer rules/regulations and monitor workflows to ensure compliance.
Offer creative solutions to problems/issues/concerns. Participate in monthly department meetings.
Able to work all tasks assigned to an Admitting/ED Registrar.
Participate and represent the department on special projects/initiatives.
Utilize the Manager to resolve issues/concerns as needed.
Participates in coverage for both Admitting and ED to counteract low staffing levels.
Regular collaboration with Manager to develop and implement process improvements.
Manage and maintain effective working relationship with all internal/external customers as required.
Other duties as assigned
Additional Job Details (if applicable)
EDUCATION AND EXPERIENCE:
Requires a professional, service-oriented individual with strong organizational skills and good judgment, an independent thinker with the ability to work under limited supervision. Strong interpersonal skills a must. Working knowledge of health insurance payer rules and regulations. Strong computer literacy skills, ability to adapt to new/changing applications. High school diploma or GED required, 3-5 years of experience in healthcare administration, patient access or related field is preferred.
WORKING CONDITIONS:
Represent the Mass Eye and Ear brand by providing internal and external customers with positive, calm, professional interactions. Professional business attire required. May require physical presence in patient care units and have the ability to maneuver in fast paced environment. High volume of telephone work and face to face interaction with patients, clinical staff and colleagues. Because this position is patient-facing and the Hospital is always open, the Team Leader must be prepared to work outside his/her scheduled hours when required by the Sr Manager of Operations. This is an essential employee role. During a state of emergency or disaster that may impact the operations of the Hospital, all employees in this role could be required to report for duty.
PHYSICAL REQUIREMENTS:
Mental and visual attention; manual dexterity when typing/ using a PC. Must possess effective skills to adequately analyze and respond to report trends, respectively. Proven efficiency across different Software and ability to adapt. Must be able to push 10-15 pounds. Must be able to stand for periods of time.
Remote Type
Onsite
Work Location
243-245 Charles Street
Scheduled Weekly Hours
40
Employee Type
Regular
Work Shift
Evening (United States of America)
EEO Statement:
Massachusetts Eye and Ear Infirmary is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.