Care Team Patient Services Representative

Martin's Point Health Care; Portland (ME); On-site; USD 57,881,000 - 71,492,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plan with employer contribu

Paid time off including Volunteer Time

Pie day

Job summary

Martin's Point Health Care in Portland, ME seeks a Care Team Patient Services Representative to deliver world-class service to patients and staff, answer calls, coordinate labs, and support messaging and referrals.

Requires HS Diploma and 3+ years in administrative/customer service, preferably in a medical setting. Flexible hours, weekends/evenings possible; pay range $20.20-$24.95/hour with comprehensive benefits; equal opportunity employer; contact [e-mail].

Qualifications

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

Responsibilities

• Handle PSR desktop management activities
• Schedule, reschedule and cancel patient appointments
• Provide phone support to internal and external customers within established quality metrics
• Coordinate New Patient Management (distributes packets, maintains records, initial screenings, etc.)
• Follow 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 PKC

Skills

Independent work

Medical terminology

Healthcare benefits knowledge

Windows data entry

Telephone etiquette

Interpersonal skills

Multitasking

Organizational skills

Problem solving

Collaboration

Education

High school diploma or equivalent

Administrative/customer service experience

Tools

Windows-based computer

MS Word

Job description

Join Martin's Point Health Care - an innovative, not-for-profit health caret 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: $20.20 - $24.95 The pay range above reflects the anticipated base pay range based on a full-time position. Actual compensation will be determined based on factors such as experience, skills, qualifications, and other job-related considerations. Employees may also be eligible for additional compensation, including incentive or commission-based programs, where applicable and subject to the terms of the relevant plan. 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.

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]

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