Patient Service Rep I

Northern Light Health•Bangor, ME

5d•Onsite

About The Position

The Patient Service Representative I is a supporting position responsible for activities related to patient intake and care, and is generally the first point of contact for patients entering the practice. Duties may include greeting and checking in patients; obtaining signatures on forms and consents; verifying and updating demographic and insurance information; scheduling appointments, tests, procedures, and referrals; answering calls and processing messages; documenting information in patient charts and electronic medical records; processing referrals and prior authorizations; collecting and posting payments; reconciling charges and cash; preparing charts; and performing other assigned duties. The role supports effective, courteous communication with patients, physicians, practice staff, and other hospital staff, and may provide coverage and training support in other areas as needed. The position is full-time, 40 hours per week, with a work schedule of 8:00 AM to 4:30 PM. It is located at Northern Light Pediatric Health Center in the Primary Care - Pediatric department of Northern Light Eastern Maine Medical Center. The listed salary range is $18.25 to $24.15. The role requires a high school diploma or GED. Working conditions may include exposure to abusive or aggressive people, computer and clerical work, lifting and moving 20 to 30 pounds, and prolonged periods of sitting, standing, and walking.

Requirements

High school diploma or GED.
Ability to communicate clearly, concisely, and courteously in speaking and writing.
Ability to prioritize and perform multiple duties simultaneously, take ownership of work, and follow up on responsibilities.
Ability to use independent judgment and respond to issues with effective problem-solving and communication.
Ability to follow registration, scheduling, patient identification, insurance, documentation, and quality-review protocols.
Ability to use appropriate practice software and registration tools.

Responsibilities

Greet and check in patients, obtain signatures on appropriate forms and consents, and confirm patient identity using required identifiers.
Verify and update demographic and insurance information in encounter forms and registration systems, and notify registration of changes when applicable.
Answer calls promptly and courteously, retrieve and process messages, and respond to or appropriately escalate issues and concerns.
Schedule patient appointments, tests, procedures, and referral appointments; enter appointment details into the patient EMR when appropriate.
Process insurance referrals and prior authorizations, document them according to protocol, and ensure authorization information is submitted to Patient Account Services when required.
Document information in patient charts and maintain accurate registration records.
Collect payments and co-payments, reconcile cash drawers or journals, and secure or deliver deposits according to policy when applicable.
Prepare charts, process charges, reconcile billing information, and perform other administrative duties as assigned.
Communicate effectively and respectfully with patients, physicians, practice staff, and other hospital staff, including diverse patient and work populations.
Use appropriate problem-solving and service-recovery practices, take ownership of customer needs, and refer issues to the appropriate supervisor when necessary.
Maintain positive working relationships, act as a resource to coworkers, and participate in problem-solving groups and practice staff meetings as requested.
Assist with orienting and training employees and provide coverage in other support areas as needed.
Follow patient identification, registration, scheduling, insurance selection, documentation, and quality-review protocols.
Review health plan and managed care materials to understand benefit coverage and precertification or authorization requirements when applicable.
Prioritize and perform multiple duties, follow up on responsibilities, use independent judgment when necessary, and complete work on time while avoiding overtime when possible.
Maintain documented evidence of continuing education, complete assigned in-services and training, and seek opportunities to enhance skills.
Assist with patient billing complaints, billing sheets, invoice coding, and other related administrative work when applicable.
Promote Northern Light Health services and direct practice staff to appropriate resources.