Care Team Patient Services Representative

Martin's Point Health Care; Biddeford (ME); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Retirement Plan

Paid Time Off

Job summary

Martin's Point Health Care Inc. is seeking a Care Team Patient Services Representative to provide world-class service to patients and staff in Maine.

You will handle phone calls, screen and direct inquiries, manage labs and messaging, and assist with patient-focused administrative tasks to ensure timely care. Responsibilities include scheduling, cancellations, and coordinating new patient management while adhering to quality standards.

Qualifications

• HS Diploma or equivalent with 3+ years experience in an administrative and/or customer service environment.
• Experience in a medical environment with patient registration, billing, insurance processing or appointment scheduling preferred.
• Knowledge of medical terminology and healthcare benefits desirable.
• Excellent telephone etiquette and interpersonal skills; able to handle difficult conversations with patients and internal customers.

Responsibilities

• Answer Care Team phone calls within established quality metrics.
• Schedule, reschedule and cancel patient appointments.
• Provide phone support to internal and external customers.
• Direct calls to appropriate department to expedite patient care.
• Assist with patient service administrative tasks to meet requests.
• Document and process lab messages, scripts, and portal communications.
• Support lab results reporting and follow up on patient issues.
• Participate in daily huddles and team meetings to improve workflows.

Skills

Telephone Etiquette

Interpersonal Skills

Multitasking

Organization

Problem Solving

Patient Communication

Medical Terminology

Flexibility

Data Entry

Windows

Education

High School Diploma

Tools

Windows

Job description

Position Summary

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people,", Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.

Position Summary: The Care Team Patient Services Representative works collaboratively with all members of the care team providing world class service to both the patients and staff of Martin’s Point. Answers all Care Team Phone Calls within established quality metrics. Supports various other Care Teams by answering their phones (as necessary) to meet quality standards. Responsible for Queue Management, including phone messaging, appointment cancellations and rescheduling. Screens, provides information on and directs calls to appropriate department or staff to expedite patient care. Supports and facilitates communications related to labs, scripts, messaging, etc. Performs Telephone Triage per established protocols. Assists with patient service related administrative tasks to ensure patient requests are met.

Key Outcomes

• Handles all PSR Desktop Management activities
• Schedules, reschedules and cancels patient appointments
• Provides phone support to internal and external customers within established quality metrics.
• Coordinates New Patient Management (distributes packets, maintains records, initial screenings, etc.)
• Follows Standard Processes and Protocols related to clinical activities (med refills, order follow through/tracking lab reporting)
• Responsible for Lab results reporting as delegated
• Responds to patient requests via incoming phone call, portal or written request
• With Clinical Support, tracks and follows up patient issues
• Issues pre-appointment lab and health maintenance reminders
• Manages Web portal communications and patient related portal requests/questions
• Depending on practice organizational structure, may also handle referrals and serve as subject matter expert on referrals.
• Completes barcoding/faxing documents to athena (document management), ensuring timely and accurate document classification and filing of documents in patients health record.
• Participates in process improvement activities
• Conduct patient check-in and check-out activities as appropriate.
• Collects copays and outstanding balances
• Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes
• Reviews missing slips and creates claims to ensure appropriate billing
• At some sites will document and refill medications following the guidance given by Patient Knowledge Coupler (PKC)

Education & Experience

HS Diploma or equivalent 3+ years experience working in an administrative and/or customer service oriented environment. Experience in a medical environment with patient registration, billing, insurance processing or appointment scheduling preferred.

Skills / Knowledge / Competencies (Behaviors)

Ability to function independently and professionally Knowledge of medical terminology preferred Basic knowledge of current healthcare benefits and managed care insurance plans, preferred Windows Based Computer skills: data entry and word processing ability Demonstrated telephone etiquette and positive interpersonal skills Ability to handle difficult conversations with patients and internal customers Ability to multitask among phone and face to face despite frequent interruptions Excellent organizational skills Ability to analyze and problem solve Detailed oriented and excellent follow through skills Ability to work with a variety of customers ranging from patients, internal customers: medical staff and other departments, able to collaborate with peers Must be able to work flexible hours which may include weekends, evenings and holidays

Pay Range

Pay Range: $20.20 - $24.95 To promote pay equity, Martin’s Point Healthcare has established defined salary ranges for each role. Compensation is established within the posted range based on a variety of factors, including relevant years of experience, current market conditions, internal equity, and budget considerations. The pay range reflects the potential compensation for this role based on a full-time position. Employees may also be eligible for additional compensation, such as incentive or commission-based programmes, where applicable and subject to the terms of the applicable plan. Final compensation is determined at the conclusion of the interview process. We encourage you to apply even if your desired compensation falls outside of the listed range.

Benefits

In addition to base compensation, we offer a comprehensive benefits package including medical, dental, vision, retirement savings with employer contributions, paid time off (including volunteer time off!), pie day, and other employee benefits.

This position is not eligible for immigration sponsorship.

Equal Opportunity

We are an equal opportunity/affirmative action employer. Martin's Point complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail]

Contact

Do you have a question about careers at Martin’s Point Health Care? Contact us at: [e-mail]

About the Organization

Martin’s Point Health Care is a progressive, not-for-profit organization providing care and coverage to the people of Maine and beyond. The organization operates six primary care health care centers in Maine and New Hampshire, accepting most major insurance plans. Martin’s Point also administers two health plans: Generations Advantage (Medicare Advantage plans available throughout Maine), and the US Family Health Plan (TRICARE Prime® plan for active-duty and retired military families in Maine, New Hampshire, Vermont, upstate New York, northern and western Pennsylvania, and northeastern and central Ohio). For more information, visit https://careers.martinspoint.org.