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 be 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, supporting and mentoring other staff with minimal supervision. The position requires considerable independence, sound judgment, professionalism, and the ability to help resolve practice challenges and provide a high standard of service. The role handles patient registration and appointment coordination, including scheduling tests, surgeries, procedures, and referrals. It may also include front-office operations such as payment collection, charge entry, chart preparation, payroll and attendance tracking, quality metrics, schedule and patient-panel management, ordering supplies, and assisting with staff orientation and training. The representative may serve as a resource for coworkers, cover other support functions, and assist the practice manager with projects, data collection, meetings, and patient concerns. This is a full-time position in Northern Light Eastern Maine Medical Center’s Surgical Weight Loss Clinic, located at NL Surgical Weight Loss. The schedule is 7:30 AM to 4:00 PM, 40 hours per week. The listed salary range is $18.25–$24.15. The role requires a high school diploma or GED. Working conditions may include exposure to abusive or aggressive people; computer work; lifting, moving, or loading 20 to 30 pounds; and prolonged sitting, standing, and walking.

Requirements

High school diploma or General Educational Development (GED).
Ability to communicate effectively, clearly, and courteously with patients, families, providers, coworkers, and other hospital staff.
Ability to work respectfully with a diverse patient and work population and build positive working relationships.
Ability to prioritize and perform multiple duties simultaneously, take ownership of work, and follow through on responsibilities.
Problem-solving skills and ability to use logic and judgment to resolve practice challenges and implement solutions with direction from the practice manager.
Ability to work independently with minimal support and maintain adaptability to meet patient and departmental needs.
Knowledge of departmental policies, procedures, and workflows.
Mastery of appropriate practice software, registration tools, and front-office systems, including scheduling and registration protocols, as applicable.
Ability to follow patient-identification requirements using two identifiers and accurately complete registration information.
Clear, concise speaking, spelling, and writing skills.
Consistent and reliable attendance.
Ability to meet continuing-education, training, meeting, and in-service requirements.
Ability to work safely and follow safety and hand-hygiene protocols.
Ability to lift, move, or load 20 to 30 pounds.
Ability to work with computers and perform typing, reading, or writing, and to tolerate prolonged sitting, standing, and walking.
Ability to work in an environment with potential exposure to abusive or aggressive people.

Responsibilities

Greet patients, obtain required signatures and consents, verify and update demographic and insurance information, and follow registration and patient-identification protocols.
Schedule patient appointments and coordinate tests, procedures, surgeries, referrals, and related records with scheduling centers, agencies, and other provider groups.
Process insurance referrals and prior authorizations and document information according to protocol.
Answer and process calls, messages, emails, and other communications promptly and courteously; resolve issues or refer them through the appropriate chain of command.
Document relevant information in patient charts and electronic medical records, and ensure registration changes and authorization information are entered and routed accurately and on time.
Provide excellent service to patients, families, staff, providers, and other customers, including service recovery and appropriate handling of escalated concerns.
Act as a resource for coworkers; mentor, orient, train, or cross-train new and established employees as assigned.
Cover other support functions or areas when appropriate, including switchboard, insurance referrals, and scheduling.
Assist the practice manager with organizing, coordinating, and implementing projects; collect and compile statistical data as required.
Run practice staff meetings in the practice manager’s absence when needed and participate in meetings, in-service activities, problem-solving groups, and continuing education.
Serve as a practice safety officer designee when assigned, including safety training, drills, and documentation; participate in disaster drills and follow safety procedures.
Follow organization policies, compliance requirements, hand hygiene, and safety procedures; report incidents or hazards promptly.
Support accurate billing and reimbursement processes, which may include insurance verification and precertification, referral authorization routing, payment collection, cash reconciliation and deposits, charge reconciliation, and billing preparation.
Handle payroll in API and track time and attendance, report overtime concerns, and monitor staff overtime when applicable.
Use office supplies cost-consciously, promote Northern Light Health services, and seek opportunities to improve service quality and enhance skills.
Maintain reliable attendance, communicate when unable to attend, and seek coverage when necessary; complete assigned trainings, employee updates, and in-services.
Perform other duties as assigned to meet practice, emergent, or unusual needs.