Patient Access Rep I, Admitting Center

Site: The Brigham and Women's Hospital, Inc.

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

The Hospitality/Admitting Officer is responsible for greeting and welcoming patients and their families at the time of admission and coordinating the efficient and timely flow of our guests throughout the access process, including the Shapiro Cardiovascular Center and Sharf Admitting Center. The Admitting Officer is cross-trained in access functions related to pre-registration, admitting, family liaison services, patient and family navigation, and patient belongings workflow.

This position is 100% onsite. Hours are 7:30 am to 4:00 pm, including alternating weekends with every other Monday and Friday off.

• Facilitates and expedites the admission process while ensuring all data collected is accurate and complete.
• Demonstrates the ability to identify and assess challenging situations, make sound decisions, and utilize standard operating procedures.
• Interacts with patients, families, visitors, and all levels of staff professionally and diplomatically, facilitating exceptional patient experience at a critical touchpoint in the patient care journey.
• Conducts detailed admission process; greets and interviews patient/family in a timely, efficient, and courteous manner; determines whether admission is standard (scheduled, direct admit) or expedited/urgent; obtains, updates, and/or verifies all data, and acquires consents to complete required admission, including demographic and financial information, ensuring accurate billing and compliance obligations are met.
• Distributes and obtains all pertinent information regarding hospital policies, such as patient bill of rights and responsibilities, code of conduct, and advanced care directives.
• Creates scheduled current or future admission encounters in the medical record system (EPIC). Enters/scans data pertinent to patient admission, to ensure compliance with hospital policy.
• Collects and secures patient valuables in compliance with the Patient Valuables Policy. May serve as a central contact for public safety by facilitating the return of valuables after hours.
• Navigates patients to procedural areas, Labor & Delivery, or Inpatient Units (wheelchair and walking).
• Registers family members for Texting & Liaison Services, provides updates and communicates with recovery areas as needed.
• Refers patients with unresolved financial issues to Inpatient Accounts, when appropriate.
• Maintains patient confidentiality and privacy by accessing patient information only to the extent necessary to fulfill assigned duties. Executes departmental policy regarding HIPAA requirements. Ensures all patient information including documents, lists, reports, and files is always kept private, confidential, and secure. Interviews and patient discussions should be conducted in such a manner as to afford the patient reasonable audio and visual privacy.
• Performs other related duties and special projects, including covering other service areas, as assigned.
• Adheres to hospital policies and procedures, including but not limited to attendance and punctuality, including the use of time-keeping software before beginning work and at the end of shift.
• Uniform requirements.
  
  

Qualifications

• Associate's degree preferred.
• Minimum 3-6 months experience in an office, community, or health care setting.
• Requires excellent interpersonal relationship skills to effectively communicate with patients, their families, physicians, and other support personnel.
• Requires moderate typing skills and computer experience, Microsoft Office package.
• Requires good judgment, tact, sensitivity, and the ability to work professionally in a stressful environment.
• Requires the ability to maintain confidentiality regarding patients, their medical histories, demographic information, etc.
  
  

Additional Job Details (if Applicable)

Remote Type

Onsite

Work Location

75 Francis Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement

The Brigham and Women's Hospital, Inc. 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.