Patient Service Rep II

Northern Light Health•Bangor, ME

8d•Onsite

About The Position

The Patient Service Representative II is an advanced support position responsible for a variety of activities related to patient intake and care. As generally the first point of contact for patients entering the practice, the role includes the responsibilities of a Patient Service Representative I, with a higher level of competency and experience. The representative may work with considerable independence and serve as a resource to Patient Service Representative I staff. Activities may include greeting and checking in patients, verifying and updating insurance and demographic information, scheduling appointments, answering phones, processing referrals and prior authorizations, collecting and posting payments, entering charges, preparing charts, and performing other duties as assigned. The representative may cover other front-office support positions and practice areas, assist with staff orientation and training, and support the practice manager with projects and data collection. The position is with Northern Light Eastern Maine Medical Center’s Primary Care - EMMC department, located at 925 Union Street. It is full-time, with a variable work schedule and 8 hours per week listed. The listed salary range is $18.50–$22.10. The position requires a high school diploma or GED. Working conditions include potential exposure to abusive or aggressive people; computer use and typing, reading, or writing; lifting, moving, or loading 20 to 30 pounds; and prolonged periods of sitting, standing, and walking.

Requirements

High school diploma or GED.
Strong knowledge of departmental policies, procedures, and workflows.
Ability to prioritize and perform multiple duties simultaneously, take ownership of work, and follow up on responsibilities.
Clear, concise speaking, spelling, and writing skills.
Ability to communicate effectively and courteously with a diverse patient and work population.
Ability to use independent judgment when necessary and resolve issues promptly through effective communication.
Ability to demonstrate mastery of appropriate practice software and registration tool protocols.
Ability to work safely and follow safety and hand hygiene policies.

Responsibilities

Greet patients, check them in, and obtain required forms and consents.
Verify and update patient demographic and insurance information in accordance with protocols, and notify registration of changes when applicable.
Use practice software and registration tools according to established protocols, including consistently using two patient identifiers and alerting the Patient Identification Manager to duplicate medical record numbers.
Schedule patient appointments, outpatient testing, procedures, and referrals; enter appointment details into the patient EMR when appropriate; forward orders or records to the appropriate department or office; and document the information in the patient chart.
Process insurance referrals and prior authorizations, document them according to protocol, and submit referral authorization numbers to Patient Account Services in a timely manner when applicable.
Answer and process telephone calls and messages promptly and courteously, resolve issues through effective communication, and use the appropriate chain of command.
Communicate respectfully and professionally with patients, families, physicians, practice staff, and other hospital staff, including handling escalated patient or family situations calmly.
Collect payments and, when applicable, reconcile cash drawers or journals and secure or deliver deposits according to organization policy.
Perform registration, insurance verification, precertification, billing, charge reconciliation, and related account-quality procedures when applicable.
Serve as a resource to coworkers, assist with orienting and training staff when assigned, and cover other support positions or practice areas when appropriate.
Assist the practice manager in organizing, coordinating, and implementing projects; compile statistical data; and implement solutions with direction from the practice manager.
Refer patient or staff concerns to the Practice Manager, assist with billing-related patient complaints when appropriate, and perform service recovery when necessary.
Attend department staff meetings, employee updates, in-services, and assigned training; maintain documented evidence of continuing education; and meet practice continuing education requirements.
Follow safety policies and hand hygiene protocols, report incidents or hazards promptly, and maintain knowledge of departmental policies, procedures, and workflows.
Prioritize and perform multiple duties, take ownership of work and follow up on responsibilities, and finish work on time 95% of the time while avoiding overtime.
Promote Northern Light Health services and perform other duties assigned by practice leadership.