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Patient Registration Specialist 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
About the Organization The mission of Fenway Health is to enhance the wellbeing of the lesbian, gay, bisexual, and transgender (LGBTQIA+) community and all people in our neighborhoods and beyond through access to the highest quality health care, education, research, and advocacy. Fenway Health was founded in 1971 and has grown from a less than 10 person operation in the basement of a building near the Boston Fens to one of the largest LGBT-focused organizations in the world. It consists of three main centers:

• Fenway Community Health Center, our clinical arm, which is a federally qualified health center that operates three clinic sites (Fenway:1340, Fenway:South End, and the Sidney Borum, Jr. Health Center) in the Boston area and provides over 30,000 patients with primary and specialty medical care, behavioral health care, optometry care, and dental care;

• The Fenway Institute, our research/training/education/policy development arm, which houses numerous research initiatives as well as the National LGBT Education Project, the LGBT Aging Project, the National Center for Innovation in HIV Care, and the Center for Population Research in LGBT Health; and

• AIDS Action, our HIV/AIDS service organization, which provides nonclinical services (case management, housing and legal assistance, outreach, peer support) to people living with HIV/AIDS and operates numerous programs focusing on HIV/STD prevention/testing/treatment, including the Access (drug user health program), TransCEND (transgender peer support and risk reduction program), and Youth on Fire (drop-in center for homeless and street-involved youth) programs.

Position Patient Registration Specialist  
Full-Time/Part-Time Full-Time  


Under the supervision of the Patient Registration Supervisor, the Patient Registration Specialist is responsible for provision of excellent customer service, working closely with scheduling and insurance team to ensure great customer experience, patient registration & documentation, patient flow, opening and closing the receptionist station.

Representative Duties:

Provides excellent customer service

  • Answer each phone call in a welcoming and professional manner
  • Provide clients with correct and accurate information regarding FCHC services and providers
  • Ask for input for team colleagues if unsure of correct response to inquiries
  • Refer unusual or difficult situations to supervisor
  • Refer managed care inquiries to appropriate medical staff member
  • Actively build good working relationships with colleagues and providers
  • Be an active, productive and responsible member of the team
  • At all times maintain patient confidentiality, speak in quiet tones at the desk with colleagues and clients and behave appropriately for a highly visible position
  • Be discrete when obtaining sensitive information from clients

Accurately performs registration process for new and existing patients

  • Accurately register and enter all new patient demographic data and insurance information in system
  • Obtain patient insurance data - completed and signed documentation (IIF) and a copy of insurance card and accurately enter into the system
  • Scan patient data sheet into chart
  • Ask each patient at check in to verify existing demographic information and insurance information
  • Accurately record and enter any changes that have been received
  • Collaborates with patient service areas to ensure a positive and effective patient experience Accurately
  • Be encouraging and sensitive in informing all uninsured or under insured patients that a meeting with the Financial Assistance Advisor is available to them
  • Serves as a resource for patients and others with questions regarding registration
  • Applies knowledge of payer requirements and guidelines to ensure effective reimbursement
  • Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.
  • Mail, and or email all registration forms to patients to complete before 1st visit

Transferring appointments to be scheduled according to established procedures

  • Ask each patient the name of their primary care provider if patient has not selected a PCP assist in this process by give a list of open paneled providers
  • Ask patients to bring all insurance cards and co-pays to visit
  • If someone's primary doctor is someone other than a FCHC provider, inform patient of the possible need for a referral authorization, Financial Assistance Advisor and possible financial obligations

Adheres to Patent Registration policies and procedures

  • Become familiar with and follow credit and collections policies and procedures as they pertain to patient service function
  • Become familiar with and implement any new or changed procedures and policies
  • Become familiar with the content of the 'How To Do Book' and refer to it as often as necessary
  • Follow confidentiality guidelines when making reminder calls for future appointments. Be accurate in giving the time of appointment and the provider name
  • Follow Fenway Health personnel policies and department procedures
  • Shred all papers, which carry any patient information - name, MR#, etc.

Meets agency participatory expectation

  • Adheres to all agency and departmental policies and procedures
  • Adheres to all agency and departmental policies and procedures
  • Adheres to the highest principles of patient and client confidentiality
  • Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
  • Attends all required meetings, in-services and professional trainings
  • Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
  • Serves on agency committees and in professional organizations when requested
  • Attends and participates in departmental meetings

Performs other related duties as requested

Compensation & Benefits:

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.

LGBTQ-identified persons, people of color, and others from historically underrepresented communities are encouraged to apply.

Number of Openings 4  
Position Requirements
  • Minimum of high school graduate or equivalent.
  • Knowledge of business procedures desired
  • Computer experience required
  • Successful customer service background strongly preferred; bilingual Spanish/English also preferred
  • Willingness to work with diverse patient population including gay men, lesbians, seniors, students and others
  • Calm, patient, flexible and understanding manner
  • Experience working with an ethnically, culturally and racially diverse work staff preferred
  • Ability to work harmoniously with diverse groups of individuals required
  • Cover reception desk when needed

Physical Requirements:

  • Ability to meet the following physical requirements with or without reasonable accommodations:
    • Sit at a computer station for extended periods of time
    • Ability to keyboard for extended periods of time
Category Customer Service  
Number Filled 0  
Location Patient Services - Amory  
Shift -not applicable-  
Req Number CUS-19-00010  

This position is currently not accepting applications.

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