Registration Rep, Patient Access LC; Evening

Administrative/Clerical Leominster, Massachusetts


Position at UMass Memorial HealthAlliance-Clinton Hospital

Title:  Registration Rep
Department:   Patient Access
Requisition #:   192675
Hours: 32
  3:00pm to11:30pm, including every other weekend & holiday.                       Rotating weekly schedule as follows:

           Weeks  1 & 3 Mon, Tues, Wed & Saturday
           Weeks 2 & 4 Sun, Wed, Thu & Friday

Posting Date:
Leominster Campus

HealthAlliance-Clinton Hospital is part of the UMass Memorial Health Care system.  Serving northern central Massachusetts, we are committed to improving the health of people through excellence in care and comprehensive health services.  Promoting healthy lifestyle habits, we serve as a role model by having a tobacco and smoke free campus and hiring nicotine free employees.  By exploring careers with us, you are committed to giving your best to our patients, our community and everyone working on our HealthAlliance-Clinton Hospital Care Team. Whatever your career choice, know that at HealthAlliance-Clinton Hospital you can make a difference.

Position Summary

Under the general direction of the Registration Services Supervisor, Manager, and/or Director, performs a variety of complex duties for the registration and basic scheduling skills.

Major Responsibilities:

 Enter Lab, Radiology and basic ancillary service appointments to schedules.  Schedules patients for treatment and services for multiple providers at multiple campuses. 

Coordinates the provision of multiple services to patients.  Processes updates and corrections to patient insurance and demographic information, as well as obtains prior insurance referrals and authorizations. Collects patient liabilities prior to or on the date of service, as appropriate. 

Arranges a variety of associated tests, procedures, and/or ancillary services according to established guidelines and specific criteria. 

Prioritizes visits and services in a manner that will foster more efficient utilization of physician’s clinical staff, and patient’s time, as well as equipment and facilities.

Obtains and enters into the computer-based patient registration/scheduling system, demographic, insurance and other related patient information. 

Obtains and verifies patient insurance coverage and follows guidelines established by insurers to ensure that pre-authorization, pre-certification, and physician referrals for treatment are obtained prior to patient visits. Follows up to correct discrepancies as required.

Telephones and/or notifies patient of appointment times. Provides patient with standard information regarding their personal preparation for scheduled procedures and services. 

Mails patient information packets to patients.

Transcription of paper orders when applicable.

Assesses patients’ financial needs and directs accordingly to financial counseling, and refers to appropriate person or area.

Provides a variety of related clerical duties, such as retrieving medical and other records, faxing, collating, typing, transcribing, taking and relaying messages, etc.

Maintains accurate and timely records, logs, charges, files and related information as required.

Collection of patient liabilities including deductibles, copays, coinsurances, self-pay payments, cosmetic procedure payments, and patient balances as appropriate, prior to or on the date of service.

Obtains patient and witness signatures for all paperwork, including but not limited to Consent to Treat, HIPAA, Privacy, Medicare Rights, Important Message for Medicare, Patient Rights, etc.

Reviews work queues to ensure accurate and timely billing.

Monitors and maintains Patient Access and Revenue Cycle Work queues.

Maintains scheduling and/or registration accuracy rate of 97% or above.

Meets established productivity standards.

Facilitates and promotes the sharing of knowledge and content throughout departments.

Takes responsibility for ensuring that all work outcomes satisfy the UMass Memorial Health System True North.

The individual must support the mission, vision, and goals of HealthAlliance-Clinton Hospital and serve as a role model for CARES values.

Adheres to change control processes.

Participates in cross training to optimize department resources.

Demonstrates excellent attendance and actively participates in a variety of meetings and training sessions as required.

Demonstrates a friendly, responsive, service-minded attitude to all internal and external customers.

Communicates ideas effectively. Shares information and keeps others properly informed. Gives, and is open to useful feedback.

Adheres to the Hospital Code of Conduct and Behavior Standards and dress code.

Complies with established environment of care/safety policies and procedures and all health and safety requirements.

Maintains and fosters an organized, clean and safe work environment.

Contributes to the development and application of process improvements.

Maintains a collaborative, team relationship with peers and colleagues in order to effectively contribute to the group’s achievement of goals and to help foster a positive work environment.

Attends staff meetings and in-service programs as required or directed. Keeps current with hospital and unit changes by reading communication boards and/or books, bulletin boards, posted notices and reads and responds to e mails on a regular basis.

Practices cost containment and fiscal responsibility through the efficient use of supplies, equipment, time, etc.

Complies with established departmental policies, procedures and objectives.

Attends variety of meetings, conferences, seminars as required or directed.

Demonstrates use of Quality Improvement in daily operations.

Complies with all health and safety regulations and requirements.

Respects diverse views and approaches, and contributes in maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.

Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.


Position Qualifications:

High School Diploma or equivalent Required.

Associate or Bachelor’s Degree in Business or Healthcare related field preferred.



  • Minimum of 1-2 years’ hospital admissions, insurance or billing experience required.
  • English speaking, reading and writing skills required.
  • Strong communication and customer service skills both verbal and written required; with a variety of internal and external customers.
  • Demonstrated knowledge of medical terminology.
  • Ability to work in high volume, team-oriented environment.
  • Holiday and/or weekend shift work, as well as after-hours coverage as required.

Experience in hospital admissions, insurance, billing, scheduling or telephone customer service preferred.
Previous insurance verification and/or authorization preferred.
Bilingual speaking, reading, and writing skills preferred.
Proficient data-entry skills with attention to detail.
Ability to take directions and work independently.

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.