Care Team Patient Services Representative

Martin’s Point Health Care•Biddeford, ME

2d•$20 - $25

About The Position

The Care Team Patient Services Representative works collaboratively with all members of the care team to provide service to patients and staff. The role answers Care Team phone calls within established quality metrics and supports other care teams with phone coverage as needed. It manages queues, phone messages, appointment cancellations and rescheduling, screens and routes calls, and supports communications about labs, prescriptions, and other patient matters. The representative performs telephone triage according to established protocols and assists with administrative tasks to ensure patient requests are addressed. The role also manages patient scheduling and communications through phone, portal, and written requests; coordinates new-patient management; follows standard processes for clinical activities such as medication refills and lab-result follow-through; and reports lab results as delegated. Additional duties may include referrals, document classification and filing in the patient health record, check-in and check-out, copay and balance collection, billing support, and medication documentation or refills at some sites. The representative participates in process improvement, daily huddles, and team meetings to improve workflows and patient outcomes.

Requirements

High school diploma or equivalent.
At least 3 years of experience in an administrative and/or customer-service-oriented environment.
Ability to function independently and professionally.
Windows-based computer skills, including data entry and word processing.
Demonstrated telephone etiquette and positive interpersonal skills.
Ability to handle difficult conversations with patients and internal customers.
Ability to multitask between phone and face-to-face work despite frequent interruptions.
Excellent organizational skills.
Ability to analyze and solve problems.
Attention to detail and excellent follow-through.
Ability to work with patients, medical staff, other departments, and peers, and to collaborate effectively.
Ability to work flexible hours, which may include weekends, evenings, and holidays.

Nice To Haves

Experience in a medical environment with patient registration, billing, insurance processing, or appointment scheduling.
Knowledge of medical terminology.
Basic knowledge of current healthcare benefits and managed-care insurance plans.

Responsibilities

Handle Patient Services Representative desktop management activities.
Schedule, reschedule, and cancel patient appointments.
Provide phone support to internal and external customers within established quality metrics, including coverage for other care teams as needed.
Manage queues, phone messages, and incoming calls; screen calls, provide information, and direct callers to the appropriate department or staff.
Perform telephone triage according to established protocols.
Coordinate new-patient management, including distributing packets, maintaining records, and conducting initial screenings.
Follow standard processes and protocols for clinical activities, including medication refills, order follow-through, and lab-result tracking and reporting as delegated.
Respond to patient requests received by phone, portal, or written communication.
Track and follow up on patient issues with Clinical Support.
Issue pre-appointment lab and health-maintenance reminders.
Manage web portal communications and patient-related portal requests or questions.
Depending on practice structure, handle referrals and serve as a referral subject matter expert.
Barcode and fax documents to athena and ensure timely, accurate classification and filing in patients' health records.
Participate in process-improvement activities, daily huddles, and regular team meetings.
Conduct patient check-in and check-out activities as appropriate.
Collect copays and outstanding balances.
Review missing slips and create claims to ensure appropriate billing.
At some sites, document and refill medications according to guidance from the Patient Knowledge Coupler (PKC).