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 may be the first point of contact for patients and includes the responsibilities of Patient Service Representatives I and II, performed with a higher level of competency, experience, and independence. The representative supports and mentors staff, serves as a resource and role model, and may coordinate all components of patient appointments, including tests, surgeries, and procedures, working with Central Scheduling as needed. The role uses logic and judgment to address practice challenges and may perform additional duties to meet practice needs. The position is in the Gastroenterology Clinic at Northern Light Eastern Maine Medical Center in Bangor, Maine. It is full time, 40 hours per week, with a work schedule of 8:30 AM to 5:00 PM. The listed salary range is $18.25–$24.15. The position requires driving to perform duties, lifting, moving, and loading items weighing less than 20 pounds, and prolonged periods of sitting.

Requirements

High school diploma or GED.
Ability to drive to perform responsible duties.
Ability to lift, move, and load items weighing less than 20 pounds.
Ability to sit for prolonged periods.
Ability to prioritize and perform multiple duties simultaneously, take ownership of work, and follow through on responsibilities.
Clear, concise speaking, spelling, and writing skills.
Effective, courteous communication and customer service skills, including the ability to communicate respectfully with a diverse patient and work population.
Problem-solving ability, sound judgment, adaptability, and the ability to work with a fair amount of independence.
Ability to use appropriate chain of command and provide constructive feedback.
Ability to maintain positive working relationships and act as a resource to coworkers.
Ability to use practice software, registration tools, scheduling systems, and front-office systems in accordance with protocols.
Strong knowledge of departmental policies, procedures, and workflows.
Ability to follow patient identification, registration, insurance verification, and precertification procedures when applicable.
Reliable attendance and timely completion of assigned work.

Responsibilities

Greet and check in patients; obtain appropriate signatures on forms and consents; confirm patient identity using the full name and required patient identifiers.
Verify and update patient demographic and insurance information in accordance with protocols, notify registration of changes, and ensure registration information is accurate and timely.
Schedule appointments and coordinate tests, procedures, surgeries, referrals, and outpatient testing with scheduling centers, agencies, and provider groups; enter appointment information in the patient EMR when applicable.
Process insurance referrals and prior authorizations, document actions, and ensure referral authorization information is forwarded to Patient Account Services when applicable.
Answer calls and respond to phone, voicemail, email, and instant messages promptly and courteously; retrieve and process messages according to protocol.
Document relevant information in patient charts, including communications and scheduling details when applicable.
Provide courteous, professional service to patients, families, physicians, practice staff, hospital staff, and other customers; respond to concerns, resolve issues, and perform service recovery when needed.
Support Patient Service Representatives I and II and other practice staff; act as a resource, mentor and train new or established employees, and provide coverage for other support functions when appropriate.
Assist the practice manager with organizing, coordinating, and implementing projects; collect and compile statistics; help address patient complaints related to billing when applicable; and run staff meetings in the manager's absence.
Serve as a practice safety officer designee when assigned, including safety training, drills, and documentation; participate in disaster drills and demonstrate understanding of disaster plans.
Follow departmental policies, procedures, workflows, compliance requirements, safety policies, and hand hygiene protocols; report incidents and hazards promptly.
Apply problem-solving skills, identify issues, suggest constructive solutions, and implement solutions with direction from the practice manager when needed.
Attend staff meetings, employee updates, in-service sessions, and assigned training; maintain documented evidence of continuing education and complete assigned updates and training.
Perform registration and insurance-related quality checks, follow patient identification and naming protocols, address potential duplicate medical record numbers, and support timely and accurate account resolution when applicable.
Collect payments and reconcile cash drawers or journals, secure deposits, oversee revenue reports and charge reconciliation, and handle payroll and time-and-attendance tracking when applicable.
Prepare billing sheets and code invoices before submission to Accounts Payable when applicable; monitor staff overtime and alert the appropriate supervisor, manager, and employee when applicable.
Use office supplies in a cost-conscious manner, promote Northern Light Health services, and seek opportunities to improve service quality and enhance skills.
Maintain reliable attendance, communicate when unable to attend, and attempt to find coverage when needed.
Perform other duties assigned by practice leadership to meet routine, unusual, emergent, and practice needs.