Patient Service Rep III

Northern Light Health•Bangor, ME

1d•Onsite

About The Position

The Patient Service Representative III is a supporting position responsible for activities related to patient intake and care. The role includes the responsibilities of a Patient Service Representative II at a higher level of competency and experience, and may be the first point of contact for patients entering the practice. The representative works with a fair amount of independence, applying logic and judgment to resolve practice challenges, and serves as a role model of service and professionalism. The position also supports and mentors staff, including orienting and training new employees. Duties may include greeting and checking in patients; verifying and updating insurance, demographic, and other patient information; scheduling appointments, tests, procedures, and surgeries; answering phones and processing messages and referrals; collecting and posting payments; entering charges; preparing charts; handling payroll and time-and-attendance tracking; tracking quality metrics and daily charges; managing schedules and patient panels; taking meeting notes; assisting with patient complaints; ordering supplies; and coordinating appointment components with Central Scheduling. Other responsibilities may include supporting the practice manager with projects and statistical data, assisting with staff meetings, and performing safety and emergency-preparedness duties. This is a full-time, 40-hour-per-week position at Northern Light Eastern Maine Medical Center's Plastic & Hand Surgery Clinic in Bangor, Maine. The stated work schedule is 8:00 AM to 4:30 PM. The salary range is $18.25–$24.15. The role is non-exempt.

Requirements

High school diploma or GED.
Ability to prioritize and perform multiple duties simultaneously and to take ownership of work and follow through on responsibilities.
Strong communication skills, including the ability to speak, spell, and write clearly, concisely, and professionally.
Ability to communicate respectfully with a diverse patient and work population and build positive working relationships.
Problem-solving skills and the ability to use independent judgment and logic in resolving practice challenges.
Ability to work with a fair amount of independence and adapt work schedules to patient and departmental needs.
Ability to use practice software and registration tools and follow scheduling, registration, and documentation protocols.
Knowledge of departmental policies, procedures, and workflows.
Ability to provide courteous customer service, respond to issues promptly, and refer concerns to the appropriate manager or resource.
Ability to meet the practice's continuing-education requirements and attend assigned meetings, updates, in-services, and training.
Ability to drive to perform job duties.
Ability to lift, move, and load items weighing less than 20 pounds and to sit for prolonged periods.

Responsibilities

Greet and check in patients, obtain required signatures on forms and consents, and confirm patient identity using two identifiers.
Verify and update patient demographic and insurance information in accordance with protocols, and notify registration of changes when applicable.
Schedule patient appointments, tests, procedures, referrals, and surgeries; coordinate with scheduling centers, agencies, other provider groups, and Central Scheduling; and document appointments in the patient record when appropriate.
Process insurance referrals and prior authorizations, document them according to protocol, and ensure authorization information is submitted promptly when applicable.
Answer calls and process messages, voicemails, emails, and instant messages promptly and courteously; communicate effectively with patients, families, physicians, coworkers, and other hospital staff.
Resolve questions and issues professionally, use the appropriate chain of command, provide constructive feedback, and handle escalated patient or family situations calmly.
Serve as a resource to coworkers and support, orient, train, and cross-train new and established employees as assigned.
Cover other support functions or practice areas when appropriate, such as switchboard, insurance referrals, and scheduling.
Assist the practice manager with organizing, coordinating, and implementing projects, compiling statistical data, and addressing patient complaints related to billing when appropriate.
Support practice operations by preparing charts and billing sheets, entering charges, tracking quality metrics and daily charges, managing schedules and patient panels, taking meeting notes, and ordering supplies as assigned.
Perform payment collection and posting, reconcile and secure cash deposits, and support revenue and charge reconciliation when appropriate.
Process payroll in API, track time and attendance, monitor staff overtime when appropriate, and report relevant information to management.
Act as a designee for the practice safety officer when assigned, including supporting safety training and drills and documenting safety procedures; participate in disaster drills and demonstrate knowledge of the disaster plan.
Follow registration, insurance verification, precertification, referral, documentation, and quality-review procedures when applicable to ensure accurate and timely account resolution.
Attend practice and department meetings, employee updates, in-services, and assigned training; maintain documented evidence of continuing education and meeting attendance.
Follow the organization's code of conduct, compliance requirements, patient-identification procedures, hand-hygiene protocols, and safety policies; report incidents and hazards promptly.
Promote Northern Light Health services, look for ways to improve service quality, and perform other duties assigned by practice leadership to meet practice needs.
Maintain reliable attendance, communicate when attendance issues arise, and attempt to find coverage when needed.