Care Team Patient Services Representative

Martin’s Point Health Care•Portland, ME

29d•$20 - $25

About The Position

The Care Team Patient Services Representative (PSR) works collaboratively with all members of the care team to provide excellent service to patients and staff at Martin’s Point. The PSR supports the Contact Center and other departments as needed to meet customer service standards. The role handles patient communications and administrative requests, including phone messaging, appointment changes, lab and prescription-related communications, and telephone triage according to established protocols. This position offers several openings ranging from 34 to 40 hours per week. Scheduled shifts fall between 7:00 AM and 6:00 PM, Monday through Friday, with occasional evening hours and participation in a rotating Saturday schedule. A $2,000 sign-on bonus is currently offered for full-time positions. The PSR also supports patient check-in and check-out, document management, follow-up on patient issues, and team efforts to improve workflows and patient population outcomes. Employees are expected to consistently demonstrate the organization’s mission, vision, and core values.

Requirements

High school diploma or equivalent.
At least 3 years of experience in an administrative and/or customer service-oriented environment.
Windows-based computer skills, including data entry and word processing.
Demonstrated telephone etiquette and positive interpersonal skills.
Excellent organizational skills.
Detail-oriented with excellent follow-through skills.
Ability to function independently and professionally.
Ability to handle difficult conversations with patients and internal customers.
Ability to multitask between phone and face-to-face interactions despite frequent interruptions.
Ability to analyze and problem solve.
Ability to work with a variety of customers, including patients, internal customers, medical staff, and other departments.
Ability to collaborate with peers.
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 all PSR desktop management activities.
Schedule, reschedule, and cancel patient appointments.
Provide phone support to internal and external customers within established quality metrics.
Coordinate new patient management, including maintaining records and conducting initial screenings.
Follow standard processes and protocols related to clinical activities, including medication refills, order follow-through, lab tracking and reporting, mailing results, and obtaining outside records.
Respond to patient requests submitted through the portal or in writing.
Track and follow up on patient issues with Clinical Support.
Issue pre-appointment lab and health maintenance reminders by phone, portal, and mail.
Manage web portal communications and patient-related portal requests and questions.
Depending on practice organizational structure, handle referrals and serve as a subject matter expert on referrals.
Barcode and fax documents to athena for document management, ensuring timely and accurate classification and filing in patient health records.
Participate in process improvement activities.
Conduct patient check-in and check-out activities as appropriate.
Collect copays and outstanding balances.
Participate in daily huddles and regular team meetings to improve workflows and contribute to improved patient population outcomes.
Demonstrate the organization’s mission, vision, and core values consistently.