Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health everyone is a caregiver regardless of their title or responsibilities. Exceptional patient care academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts and a place where we can help you build the career you deserve. We are more than 20000 employees working together as one health system in a relentless pursuit of healing for our patients community and each other. And everyone in their own unique way plays an important part every day.

I. Major Responsibilities:
1. Excellent customer service skills and knowledge i.e.; service recovery.
2. Accurately collects and enters all patient demographic and financial information for all registration types. This includes obtaining signatures scanning all documents (ROBs IDs etc.) obtaining ABNs/IMMs when applicable and collection of patient financial responsibility.
3. Routinely uses reference material necessary to insure proper course of action. Seeks guidance when appropriate.
4. Staff member follows downtime procedures as established.
5. Staff routinely and proactively works on downtime work. This includes but is not limited to DLs Insurance Management desktop renaming faxed orders cleanup of old/used orders ensure work and patient waiting areas are neat and presentable.
6. Demonstrates understanding of their role in Press Ganey/HCAHPS scores. Focuses on their contribution in positively influencing patients experience and likelihood to recommend.
7. Processes pre-registrations for all appointment types and locations excluding ER.
8. Answers phone and returns voicemails timely.
9. When uncertain or when unusual situations occur seek guidance from department manager. Never makes impulsive or hasty decisions.
10. Understands that everyone is a customer and demonstrates such by establishing good relationships with patients visitors ancillary departments and physician office personnel.
11. Staff member uses all eligibility resources available in order to verify the correct insurance is listed in the account.
12. Works well within the team environment and maintains open communication with co-workers. This includes meal breaks shift change etc.
13. Demonstrates ability to accurately identify and estimate patient financial liability (copayments deductibles coinsurances deposits etc.) Along with active collections receipts post and reconciles cash.
14. Consistently meets/exceeds Quality Review scores of 80% 9 out of 12 months of the year.

Standard Staffing Level Responsibilities:
1. Complies with established departmental policies procedures and objectives.
2. Attends variety of meetings conferences seminars as required or directed.
3. Demonstrates use of Quality Improvement in daily operations.
4. Complies with all health and safety regulations and requirements.
5. Respects diverse views and approaches demonstrates Standards of Respect and contributes to creating and maintaining an environment of professionalism tolerance civility and acceptance toward all employees patients and visitors.
6. Maintains regular reliable and predictable attendance.
7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:
Required:
1. High school graduate or GED required.

Experience/Skills:
Required:
1. Customer service experience required.
2. Receives on the job training under close supervision.

Preferred:
1. Previous clerical and Meditech experience desirable but not required.
2. A good understanding ofmedical terminology helpful.

Unless certification licensure or registration is required an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

On-the-job time is spent in the following physical activities:
1. Stand - 1/3 to 2/3
2. Walk - 1/3 to 2/3
3. Sit - 2/3
4. Talk or hear - 2/3
5. Uses hands to finger handle or feel - 2/3
6. Push/pull - 1/3
7. Stoop kneel crouch or crawl - 1/3 to 2/3
8. Reach with hands and arms - 1/3 to 2/3

This job requires that weight be lifted or force be exerted:
1. Up to 10 pounds - 2/3
2. Up to 25 pounds - 2/3

This job requires exposure to the following environmental conditions:
1. Infectious Diseases - Up to 1/3
2. Physical /or Verbal Abusiveness - Up to 1/3
3. Rotating Shifts - Up to 1/3

Hours are 7:00am-3:30pm and may vary depending on departmental needs. Must work every other Holiday and weekends. Also must complete EPIC training in Worcester 8am-4:30pm in the first two weeks of hire. Additional training will be for 6-8 weeks and hours will depend on trainer availability.

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

Were striving to make respect a part of everything we do at UMass Memorial Health for our patients our community and each other. Our six Standards of Respect are: Acknowledge Listen Communicate Be Responsive Be a Team Player and Be Kind. If you share these Standards of Respect we hope you will join our team and help us make respect our standard for everyone every day.

As an equal opportunity and affirmative action employer UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation national origin age disability gender identity and expression protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability please contact us at We will make every effort to respond to your request for disability assistance as soon as possible.