Care Team Patient Services Representative 36 Hours

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

Benefits offered by this job

Sign-on bonus

Medical, dental, vision coverage

Paid time off

Job summary

Martin's Point Health Care is hiring a Care Team Patient Services Representative. The role supports integration across care teams, managing patient calls, registrations, scheduling, and communications to ensure timely patient care.

The position offers a $2,000 sign-on bonus, benefits package, and a pay range of $20.20–$24.95 per hour. Full-time, on-site in Maine, with flexibility for weekends/evenings; immigration sponsorship not offered. Equal opportunity employer.

Qualifications

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

Responsibilities

• Answer Care Team phone calls within established quality metrics.
• Support various Care Teams by answering their phones as necessary.
• Queue management: phone messaging, appointment cancellations and rescheduling.
• Screen and direct calls to appropriate department or staff to expedite patient care.
• Assist with labs, scripts, messaging and related communications.
• Perform Telephone Triage per established protocols.
• Assist with patient service related administrative tasks to meet requests.

Skills

Customer service

Telephone etiquette

Multitasking

Medical terminology

Professional communication

Problem solving

Education

HS Diploma

Experience in medical environment

Tools

MS Office

Athena Health

Job description

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

Job Description

Offering a $2,000 Sign on Bonus

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]