Harbor Health Services is an innovative, growing, mission-based organization that lives, serves and collaborates with our community members to achieve our mission to help individuals reach their full potential through access to local, affordable services that promote health. Harbor provides medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod. Harbor Health also operates two Programs for All-Inclusive Care for the Elderly in Mattapan and Brockton, providing comprehensive healthcare, transportation and social services for more than 450 frail elders who continue to live with dignity and independence in the community and a Woman, Infants and Children (WIC) Nutrition Program. To help further the mission of Harbor, we are looking for an talented Senior Patient Access Representative to join and lead our our Central Support Patient Access Team.

We offer an excellent, comprehensive benefits package including Health, Dental, Vision, Life, & Disability insurance, 403b Savings Plan, Generous Paid Time Off plus 11 additional Holidays and much more!

Role:

The Senior Patient Access Representative is responsible for the coordination and management of the Central Support processes.

Responsibilities:

• Provides ongoing coaching to Central Support staff to ensure excellent customer service and compliance with all HHSI protocols
• Orients new Patient Access Representatives (PAR)
• Works with the Director of Operations/Practice Director to identify resource and training needs and implement changes
• Day to day scheduling of PAR staff to ensure optimal coverage
• Senior PAR also assists with maintaining provider templates and make edits/exceptions when required to do so
• Order supplies for department
• Back-up coverage for PAR responsibilities as needed
• Daily reconciliation of monies collected during patient registration process, manages deposits during the week
• Keeps scheduled appointments to evaluate patients’ financial situations to establish payment plans for planned, uncovered dental procedures
• Analyzes data from EPM to correct individual patient encounters, report trends, and suggest corrective action as needed
• Oversees administrative requests from patients that are not handled by centralized call center; such as patient portal messages, answering service messages, and special cases escalated from call center agents
• Performs related administrative duties for the health center such as but not limited to:
  • Sorting and distributing mail
  • Dental lab invoice reconciliation
  • Patient recall notices
  • Special patient transportation requests
• Follows up to resolve escalated patient experience issues, including those related to billing, releasing information, and customer service

Requirements:

• High School Diploma or equivalent
• Must have at least 1 year of experience as a Patient Access Representative
• 3 years of operations experience in health or human services preferred
• Excellent verbal and written communication skills
• Excellent customer service skills
• Excellent organizational skills with attention to detail and prompt follow up
• Computer literacy with Microsoft Office, EMR experience with EPIC/OCHIN preferred
• Basic Math and reading comprehension skills, problem solving skills
• Bilingual preferred, English/Portuguese
• Familiarity with using Medical terminology preferred
• Able to handle multiple requests and prioritize appropriately

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.