Care Team Patient Services Representative - 34 hours

Martin's Point Health Care•Portland, ME

12d

About The Position

The Care Team Patient Services Representative works collaboratively with care team members to provide service to Martin’s Point patients and staff. The role answers care team phone calls within established quality metrics, supports other teams’ phone lines as needed, manages call queues, and directs calls to appropriate departments or staff to expedite patient care. It also supports communication related to laboratory results, prescriptions, and patient messages; performs telephone triage according to established protocols; and handles administrative tasks to meet patient service requests. The position manages appointment scheduling, cancellations, and rescheduling; coordinates new-patient processes; follows standard clinical processes and protocols; supports portal communications; and tracks patient issues with clinical staff. Other duties may include referral support, document management, patient check-in and check-out, collecting copayments and balances, supporting billing, and documenting or refilling medications according to Patient Knowledge Coupler guidance at some sites. The role participates in team huddles and process improvement activities.

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.
Basic 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, attention to detail, and follow-through.
Ability to analyze and solve problems.
Ability to work with patients, medical staff, other departments, and peers collaboratively.
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

Answer care team phone calls within established quality metrics and support other care teams’ phones as needed.
Manage queues, phone messages, appointment cancellations, and rescheduling.
Screen calls, provide information, and direct callers to the appropriate department or staff.
Support communications related to laboratory results, prescriptions, and messages.
Perform telephone triage according to established protocols.
Complete administrative tasks to address patient service requests.
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 laboratory reporting.
Report laboratory results as delegated and issue pre-appointment laboratory and health-maintenance reminders.
Respond to patient requests received by phone, portal, or written communication.
Track and follow up on patient issues with clinical support staff.
Manage web portal communications and patient-related portal requests and questions.
Depending on practice structure, handle referrals and serve as a referral subject matter expert.
Barcode and fax documents to athena and ensure accurate, timely 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 copayments and outstanding balances.
Review missing slips and create claims to support appropriate billing.
At some sites, document and refill medications following Patient Knowledge Coupler guidance.