Care Team Patient Services Representative

Martin's Point Health Care • Biddeford, ME

20h

About The Position

The Care Team Patient Services Representative works collaboratively with care team members to provide service to patients and staff. The role answers care team phone calls within established quality metrics, provides phone support to other care teams as needed, manages phone queues and appointment changes, screens and routes calls, supports communications related to labs, prescriptions, and messages, and performs telephone triage according to established protocols. The representative also completes administrative tasks to address patient requests and support patient care.

Key activities include managing the patient services representative desktop, scheduling and changing appointments, coordinating new-patient management, following clinical standard processes and protocols, reporting lab results as delegated, responding to patient requests through phone, portal, or written communications, and tracking patient issues with clinical support. The role may manage referrals depending on the practice structure, and may document and refill medications at some sites under Patient Knowledge Coupler guidance. Additional duties include document classification and filing, patient check-in and check-out, collecting copays and balances, participating in huddles and process-improvement activities, and supporting appropriate billing.

The position requires a high school diploma or equivalent and at least three years of experience in an administrative and/or customer-service-oriented environment. Medical-environment experience with patient registration, billing, insurance processing, or appointment scheduling is preferred. The role requires professional independent work, strong communication and organizational skills, comfort handling difficult conversations and frequent interruptions, and the ability to collaborate with patients, medical staff, and other departments. Flexible hours may include weekends, evenings, and holidays.

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 interactions despite frequent interruptions.
• Excellent organizational skills.
• Ability to analyze and solve problems.
• Attention to detail and excellent follow-through skills.
• 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

• Answer Care Team phone calls within established quality metrics and support other Care Teams by answering their phones as needed.
• Manage phone queues, messages, appointment cancellations, and rescheduling.
• Screen calls, provide information, and direct calls to appropriate departments or staff to expedite patient care.
• Support communications related to laboratory work, prescriptions, and messages.
• Perform telephone triage according to established protocols.
• Complete patient-service administrative tasks to ensure patient requests are addressed.
• Manage Patient Services Representative desktop activities.
• 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 issue pre-appointment lab and health-maintenance reminders.
• Respond to patient requests received by phone, portal, or written request.
• Track and follow up on patient issues with Clinical Support.
• 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; ensure timely and 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.
• At some sites, document and refill medications following guidance from Patient Knowledge Coupler (PKC).
• Review missing slips and create claims to support appropriate billing.

Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• Retirement savings with employer contributions.
• Paid time off, including volunteer time off.
• Pie Day and other employee benefits.
• Potential eligibility for additional compensation, such as incentive or commission-based programs, where applicable and subject to plan terms.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED