Patient Service Associate I

Northern Light Health•Brewer, ME

40d•Hybrid

About The Position

The Contact Center Agent is responsible for managing inbound and outbound communications to assist with the scheduling and registration of patient appointments, completion of appointment reminders, sending and receiving referrals, obtaining insurance authorizations, notification of copay responsibilities, assisting in troubleshooting patient portal issues, and other administrative tasks as assigned. Appropriate interpretation and application of Northern Light Health policies regarding scheduling criteria and medical need are essential.

Requirements

High School Diploma/General Educational Development (GED)

Nice To Haves

Minimum of two years patient service experience in a healthcare environment preferred.

Responsibilities

Verifying and updating demographic/insurance information on all encounter forms and systems per protocol.
Notifying registration of changes if applicable.
Demonstrating mastery of appropriate practice software and registration tool protocols.
May assist with orientating and training/cross-training of new and established employees as assigned.
May provide coverage in other areas including (insurance authorizations, referrals, etc.), if appropriate.
Provides excellent customer service for both internal and external customers.
Takes ownership for determining customers' needs and offering assistance.
Responds to communications (phone calls, voice mails, e-mails, and IMs) in a timely manner.
Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from Contact Center leadership.
Understanding of benefit coverage and precertification/authorization, if appropriate.
Adheres to Northern Light Code of Conduct and follows all applicable compliance policies and regulations.
Appropriately refers patients/staff with issues/concerns to the Director.
Understands the implication both clinically and financially of registration errors and the impact on the organization.
Timely modifications of registrations are done to ensure billing of encounters.
Troubleshoots patient portal issues.
Other Duties as Assigned.