Care Team Patient Services Representative

Martin's Point Health Care • Portland, ME

379d

About The Position

The Care Team Patient Services Representative at Martin's Point Health Care plays a crucial role in delivering exceptional service to patients and staff. This position involves managing phone calls, scheduling appointments, and facilitating communication within the care team to ensure efficient patient care. The representative is responsible for various administrative tasks, including queue management, telephone triage, and supporting clinical activities, all while adhering to established quality metrics.

Requirements

• High School Diploma or equivalent.
• 3+ years of experience in an administrative and/or customer service-oriented environment.
• Experience in a medical environment with patient registration, billing, insurance processing, or appointment scheduling preferred.
• Ability to function independently and professionally.
• Knowledge of medical terminology preferred.
• Basic knowledge of current healthcare benefits and managed care insurance plans preferred.
• Windows-based computer skills, including data entry and word processing ability.
• Demonstrated telephone etiquette and positive interpersonal skills.
• Ability to handle difficult conversations with patients and internal customers.
• Ability to multitask among phone and face-to-face interactions despite frequent interruptions.
• Excellent organizational skills.
• Ability to analyze and problem-solve.
• Detail-oriented with excellent follow-through skills.
• Ability to work collaboratively with a variety of customers.

Nice To Haves

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

Responsibilities

• Answer all Care Team phone calls within established quality metrics.
• Support various Care Teams by answering their phones as necessary.
• Manage phone messaging, appointment cancellations, and rescheduling.
• Screen, provide information on, and direct calls to appropriate departments or staff.
• Support and facilitate communications related to labs, scripts, and messaging.
• Perform telephone triage per established protocols.
• Assist with patient service-related administrative tasks.
• Schedule, reschedule, and cancel patient appointments.
• Coordinate New Patient Management, including distributing packets and maintaining records.
• Follow standard processes and protocols related to clinical activities.
• Report lab results as delegated.
• Respond to patient requests via phone, portal, or written request.
• 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 requests/questions.
• Handle referrals and serve as a subject matter expert on referrals, depending on practice structure.
• Complete barcoding/faxing documents to athena for document management.
• 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.
• Review missing slips and create claims for appropriate billing.
• Document and refill medications following guidance at some sites.

Benefits

• Organizational culture of trust and respect.
• Continuous learning opportunities.
• Supportive work environment focused on helping each other.

What This Job Offers

• Job Type: Full-time
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED