Care Team Patient Services Representative Intern

Martin's Point Health Care • Portland, ME

6d

About The Position

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 Works collaboratively with all members of the care team to deliver world-class service to both the patients and staff of Martin’s Point Health Care. Responsible for phone messaging, appointment cancellations and rescheduling. Screens and provides information on and directs calls to appropriate department or staff to expedite patient care. Supports and facilities 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. Specific duties may vary based on progress throughout the internship program, in coordination with completed coursework through Portland Adult Education Job Description PRIMARY DUTIES AND RESPONSIBILITIES Employees are expected to work consistently to demonstrate the mission, vision, and core values of the organization. Provides phone support to internal and external customers including telephone and messaging, appointment scheduling/rescheduling/cancelling, and directing calls to appropriate department or staff within established protocols and quality metrics. Coordinates new patient management by distributing packets, maintaining records, and completing initial screenings. Conducts patient check-in and check-out activities as appropriate. Manages Web portal communications and patient related portal requests/questions Completes barcoding/faxing documents to Athena (document management), ensuring timely and accurate document classification and filing of documents in patients’ health record. Communicates patient care information to other health care team members, including changes noted, by verbal report and/or documentation of patient care provided according to policy and procedure guidelines Collects copays and outstanding balances Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes Participates in job shadowing with clinical and administrative team members to observe workflows

Requirements

• High school diploma or equivalent
• Must be enrolled in the Portland Adult Education Healthcare Front Office Program with a passing grade in all classes
• Experience working in an administrative and/or customer service-oriented environment
• Windows Based Computer skills: data entry and word processing ability
• Demonstrated telephone etiquette and positive interpersonal skills
• Excellent organizational skills
• Detailed oriented and excellent follow through skills
• Demonstrates an understanding of and alignment with Martin’s Point Values
• Ability to function independently and professionally
• Ability to handle difficult conversations with patients and internal customers
• Ability to multitask among phone and face to face despite frequent interruptions
• Ability to analyze and problem solve
• Ability to work with a variety of customers ranging from patients, internal customers: medical staff and other departments, able to collaborate with peers

Responsibilities

• Provides phone support to internal and external customers including telephone and messaging, appointment scheduling/rescheduling/cancelling, and directing calls to appropriate department or staff within established protocols and quality metrics.
• Coordinates new patient management by distributing packets, maintaining records, and completing initial screenings.
• Conducts patient check-in and check-out activities as appropriate.
• Manages Web portal communications and patient related portal requests/questions
• Completes barcoding/faxing documents to Athena (document management), ensuring timely and accurate document classification and filing of documents in patients’ health record.
• Communicates patient care information to other health care team members, including changes noted, by verbal report and/or documentation of patient care provided according to policy and procedure guidelines
• Collects copays and outstanding balances
• Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes
• Participates in job shadowing with clinical and administrative team members to observe workflows

What This Job Offers

• Career Level: Intern
• Education Level: High school or GED
• Number of Employees: 251-500 employees