Care Team Patient Services Representative - 34 hours

Martin’s Point Health Care•Portland, ME

13d•$20 - $25

About The Position

The Care Team Patient Services Representative works collaboratively with members of the care team to provide service to Martin’s Point patients and staff. The role answers care team phone calls within established quality metrics and may support other care teams by answering their phones. It manages queues, phone messages, appointment cancellations and rescheduling, screens and directs calls, supports communications related to labs, prescriptions and messaging, performs telephone triage according to established protocols, and handles administrative tasks related to patient services. The representative manages patient appointments and requests received by phone, portal or written communication; coordinates new patient management; follows standard processes for clinical activities such as medication refills and lab reporting; and supports patient issue tracking with Clinical Support. The position may also handle referrals, document and refill medications according to Patient Knowledge Coupler guidance at some sites, and perform patient check-in and check-out activities. Additional duties include document barcoding and filing, copay and balance collection, claims creation, participation in team huddles and process improvement, and support for appropriate billing and patient population outcomes. This is a 34-hour position. The stated pay range is $20.20–$24.95; the posting notes that this range reflects anticipated base pay for a full-time position and that actual compensation depends on experience, skills, qualifications and other job-related considerations. Additional compensation may be available where applicable. The position is not eligible for immigration sponsorship.

Requirements

High school diploma or equivalent.
At least 3 years of experience working 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 interactions despite frequent interruptions.
Excellent organizational skills.
Ability to analyze and solve problems.
Attention to detail and excellent follow-through.
Ability to work with a variety of customers, including patients, medical staff and other departments, and collaborate with peers.
Must be able 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

Answer Care Team phone calls within established quality metrics and support other Care Teams by answering their phones as necessary.
Manage queues, including phone messages, appointment cancellations and rescheduling.
Screen calls, provide information and direct callers to the appropriate department or staff member.
Support communications related to labs, prescriptions and messaging, and perform telephone triage according to established protocols.
Complete patient service administrative tasks and respond to patient requests received by phone, portal or in writing.
Manage the PSR desktop and schedule, reschedule and cancel patient appointments.
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 reporting.
Report lab results as delegated and 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 and questions.
Depending on practice organizational structure, handle referrals and serve as a referral subject matter expert.
Barcode and fax documents to athena, ensuring timely and accurate document classification and filing in patient 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 support appropriate billing.
At some sites, document and refill medications following guidance provided by Patient Knowledge Coupler (PKC).