Patient Services Rep

Wentworth-Douglass Hospital, an affiliate of 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 in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.

Wentworth-Douglass Hospital remains among the nation's top hospitals for patient experience as a recipient of the Healthgrades 2021 Outstanding Patient Experience Award for the eighth consecutive year. Wentworth-Douglass Hospital is renowned as one of the largest acute care hospitals in the Seacoast region of New Hampshire and Southern Maine. At Wentworth-Douglass, we value people who contribute to patient-centered care that enhances community health; we recognize and reward those who share our values and transform our patients' lives. We invite you to explore opportunities, cultivate community wellness and professional growth.

1. Performs check-in duties in the practice.
o Receives and welcomes all patients into the practice in a manner that is consistent with WHP service expectations and the Language of Caring program as outlined in support of patient satisfaction. Appropriately refers patient to the proper party within the office. Verifies patient using two patient identifiers.
o Verifies all patient demographic and insurance-related insurance at each visit and ensures that all data is entered in the system in an accurate and timely manner per any established protocol.
o Ensures all required disclosure and registration forms are current and maintained in the patient's record as required per any established policies and procedures.
o Collect patient co-pays and self-pay balances. Accurately posts payments to patient accounts.
o Performs insurance verification per any established WHP policies and procedures. Completes electronic practice management (PM) tasks associated with insurance verification. Generates and has patient sign an ABN as appropriate.
o Enrolls patients to the Patient Portal and responds to Patient Portal inquiries per any established policies and procedures.
o Coordinates requests for interpreter services, documents and completes declination, if applicable.
o Completes end-of-day reconciliation per protocol; includes preparation of the daily deposit, reconciliation of daily credit card transactions; batch reconciliation; reconciles the procedure log report and kept appointment reporting/reconciliation. Uploads all reports and deposit information to shared drive.
2. Performs check-out duties in the practice.
o Receives and welcomes all patients to check-out in a manner that is consistent with WHP service expectations and the Language of Caring. Verifies patient using two patient identifiers.
o Schedules all follow up appointments as indicated by the provider including checking for future appointments to ensure no duplicates.
o Generates patient plan at check-out completion. Uploads automatically to Patient Portal - and/or prints and provides to patient.
o Updates ACO First Visit Notification Date.
3. Performs referral /diagnostic / lab orders processing duties in the practice.
o Processes all referrals / diagnostic / lab orders, including electronically in those practices utilizing an EHR, and ensures that specialist offices receive relevant notes, labs and other testing results as applicable. All forms that are required by a specialist's office will also be completed and sent. Documentation should be transmitted electronically whenever possible.
o Facilitates the scheduling of appointments for other physician offices as well as outpatient procedures.
o Ensures compliance with all necessary insurance carriers' pre-certification requirements by processing pre-certifications as required.
o Ensures appropriate forms are submitted to centralized scheduling for outpatient procedures.
o Instructs patient of proper preparation for procedures.
o Runs medical necessity checks on all labs and diagnostics, per protocol, and has the patient sign an ABN as needed.
4. Performs administrative duties in the practice.
. Collaborates with clinical staff and notifies patient of any appointment delays.
o Answers the telephone per customer service standards. Reviews outstanding diagnostic and referral orders.
o Responds to emergencies and summons the appropriate personnel.
o Greets and acknowledges visitors upon arrival consistent with service standards and the Language of Caring and assists as appropriate.
o Files, faxes, collate, and photocopy material as required (including all electronic documentation).
o Performs chart prep process - per any established protocols.
5. Medical records filing and related tasks.
o Maintains file system according to WHP and department standards. Collaborates with clinical staff to perform data entry tasks related to pre-load of new patient records, non-interfaced diagnostics and orders management of incoming consultation reports/notes. Scans medical record information received via paper to the patient EHR - per any established protocols.
o In compliance with all applicable policies and procedures, copies and sends all medical records as requested or ensures that requests for medical record information is forwarded to the medical records department. A signed, HIPAA-compliant patient release will be obtained prior to releasing any records.
6. Works to improve Press-Ganey patient satisfaction scores.
o Learns and employs the behaviors and principles consistent with the Language of Caring program to support an unparalleled patient experience.
o Works effectively and cooperatively with other members of the team to identify opportunities for improvement in Press-Ganey results and actively participates in recommending plans of action to address any identified issues.
7. Other general duties as assigned/directed.
o Maintains work area in a professional and organized manner.
o Receives sorts and distributes all incoming correspondence and mail on a daily basis.
o Reconciles and accurately maintains the petty cash drawer and/or change drawer.
o Maintains waiting room throughout the day.
o Relays supply-related information to others on a timely basis or orders supplies in accordance with established procedures. Contacts maintenance, housekeeping, and other departments for repairs or services as required or as directed.
o Performs all other duties as assigned/directed.

Experience Minimum Required • Minimum 12 months clerical/office or other related experience, preferable in a medical office setting. Experience Preferred/Desired • Strong medical terminology background preferred. Education Minimum Required • High School and Office Practice courses. Special Skills Minimum Required • Knowledge with computer programs such as Microsoft Office. Schedule: Per Diem Time of Day: Standard Hours: 1 Shift: Day Job