Care Team Patient Services Representative
5 months ago
Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015. Position SummaryJob DescriptionPosition Summary: The Care Team Patient Services Representative works collaboratively with all members of the care team providing world class service to both the patients and staff of Martin's Point. Answers all Care Team Phone Calls within established quality metrics. Supports various other Care Teams by answering their phones (as necessary) to meet quality standards. Responsible for Queue Management, including phone messaging, appointment cancellations and rescheduling. Screens, provides information on and directs calls to appropriate department or staff to expedite patient care. Supports and facilitates communications related to labs, scripts, messaging, etc. Performs Telephone Triage per established protocols. Assists with patient service related administrative tasks to ensure patient requests are met.Key Outcomes:Handles all PSR Desktop Management activitiesSchedules, reschedules and cancels patient appointmentsProvides phone support to internal and external customers within established quality metrics. Coordinates New Patient Management (distributes packets, maintains records, initial screenings, etc.)Follows Standard Processes and Protocols related to clinical activities (med refills, order follow through/tracking lab reporting)Responsible for Lab results reporting as delegatedResponds to patient requests via incoming phone call, portal or written requestWith Clinical Support, tracks and follows up patient issuesIssues pre-appointment lab and health maintenance remindersManages Web portal communications and patient related portal requests/questionsDepending on practice organizational structure, may also handle referrals and serve as subject matter expert on referrals. Completes barcoding/faxing documents to athena (document management), ensuring timely and accurate document classification and filing of documents in patients health record. Participates in process improvement activitiesConduct patient check-in and check-out activities as appropriate.Collects copays and outstanding balancesParticipates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomesReviews missing slips and creates claims to ensure appropriate billingAt some sites will document and refill medications following the guidance given by Patient Knowledge Coupler (PKC) Education/Experience:HS Diploma or equivalent3+ years experience working in an administrative and/or customer service oriented environment.Experience in a medical environment with patient registration, billing, insurance processing or appointment scheduling preferred.Skills/Knowledge/Competencies (Behaviors):Ability to function independently and professionallyKnowledge of medical terminology preferred Basic knowledge of current healthcare benefits and managed care insurance plans, preferredWindows Based Computer skills: data entry and word processing abilityDemonstrated telephone etiquette and positive interpersonal skillsAbility to handle difficult conversations with patients and internal customersAbility to multitask among phone and face to face despite frequent interruptionsExcellent organizational skills Ability to analyze and problem solve Detailed oriented and excellent follow through skillsAbility to work with a variety of customers ranging from patients, internal customers: medical staff and other departments, able to collaborate with peersMust be able to work flexible hours which may include weekends, evenings and holidaysWe are an equal opportunity/affirmative action employer.Do you have a question about careers at Martin's Point Health Care? Contact us at: jobinquiries@martinspoint.org
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