Patient Service Rep III

Northern Light Health•Bangor, ME

1d•Onsite

About The Position

The Patient Service Representative III supports patient intake and care and may serve as the first point of contact for patients entering the practice. This role performs the responsibilities of a Patient Service Representative II with a higher level of competency and experience, working with considerable independence and applying logic and judgment to resolve practice challenges. The PSR III serves as a role model of service and professionalism, acts as a resource to coworkers, and helps mentor, orient, and train staff. Duties may include greeting and checking in patients; verifying and updating demographic and insurance information; scheduling appointments, tests, procedures, and referrals; answering calls and processing messages; documenting information in patient charts; processing referrals and prior authorizations; collecting and posting payments; entering charges; preparing charts; tracking quality metrics, payroll, time and attendance; managing schedules and patient panels; taking meeting notes; addressing patient complaints; ordering supplies; and coordinating appointment components with Central Scheduling and other organizations. The role may provide coverage in other support areas and assist the practice manager with projects, data collection, meetings, safety responsibilities, and other practice needs. The position is full-time, 40 hours per week, with a variable work schedule. It is based at Northern Light Eastern Maine Medical Center’s Primary Care department at 925 Union Street. The listed salary range is $18.25–$24.15. The role requires driving for responsible duties, lifting, moving, and loading items weighing less than 20 pounds, and prolonged periods of sitting.

Requirements

High school diploma or General Educational Development (GED).
Ability to communicate clearly, concisely, and courteously with a diverse patient and work population, both verbally and in writing.
Ability to prioritize and perform multiple duties simultaneously, take ownership of work, and follow up on responsibilities.
Ability to use independent judgment and problem-solving skills to address practice issues.
Ability to maintain adaptability in the work schedule to meet patient and departmental needs.
Ability to work with practice software and registration tools and follow scheduling and registration protocols.
Ability to follow patient-identification procedures, including use of two patient identifiers during registration.
Ability to follow applicable organizational policies, compliance requirements, safety policies, and hand-hygiene protocols.
Ability to drive to perform responsible duties.
Ability to lift, move, and load items weighing less than 20 pounds and sit for prolonged periods.
Reliable attendance and timely completion of work.

Nice To Haves

Experience and competency at a level above the Patient Service Representative II role.
Ability to train support staff at all practice levels and across practice functions, when appropriate.
Experience with scheduling, registration, insurance referrals, payroll and time tracking, charge reconciliation, patient complaints, or practice operations, as applicable.
Continuing education and a demonstrated interest in enhancing skills.

Responsibilities

Greet patients, check them in, and obtain appropriate forms and consents.
Verify and update patient demographic and insurance information, following registration protocols and notifying registration of applicable changes.
Schedule appointments, tests, procedures, and referrals; coordinate appointment components with scheduling centers, agencies, provider groups, and Central Scheduling as applicable.
Forward orders and records to appropriate departments or offices and document information in patient charts and the electronic medical record.
Process insurance referrals and prior authorizations and document them according to protocol.
Answer calls and process messages promptly and courteously; communicate effectively with patients, families, physicians, practice staff, and other hospital staff.
Provide excellent customer service, resolve issues through effective communication, and perform service recovery when necessary.
Support, orient, train, and mentor new or established staff; act as a resource to coworkers and cover other support positions or areas when appropriate.
Assist the practice manager with organizing, coordinating, and implementing projects, compiling statistical data, and addressing patient complaints as assigned.
Collect payments and, when applicable, reconcile and secure cash deposits according to organizational policy.
When applicable, support payroll and time-and-attendance tracking, daily revenue reports, charge reconciliation, billing-sheet preparation, and invoice coding.
Follow patient identification, registration, insurance, quality-review, compliance, hand-hygiene, and safety procedures; report incidents or hazards promptly.
Act as a practice safety officer designee when assigned, including conducting safety training and drills and documenting procedures; participate in disaster drills and understand the disaster plan.
Attend practice, departmental, hospital, and employee meetings and assigned training; maintain documented evidence of required attendance and continuing education.
Prioritize and complete multiple duties, follow up on responsibilities, finish work on time, and communicate attendance issues or coverage needs.
Promote Northern Light Health services, act in a cost-conscious manner, and seek opportunities to improve service quality and enhance skills.
Perform other duties assigned by practice leadership to meet routine, unusual, emergent, and practice needs.