Care Team Patient Services Representative

4 weeks ago


Portland, Maine, United States Martins Point Health Care Full time
Job Title: Care Team Patient Services Representative

At Martins Point Health Care, we are seeking a highly skilled and compassionate Care Team Patient Services Representative to join our team. As a key member of our care team, you will provide exceptional patient service, ensuring that our patients receive the highest level of care and support.

Key Responsibilities:
  • Provide world-class service to patients and staff, answering phone calls and responding to patient requests in a timely and professional manner.
  • Support various care teams by answering their phones and managing queues to meet quality standards.
  • Screen and direct calls to appropriate departments or staff to expedite patient care.
  • Perform telephone triage per established protocols and assist with patient service-related administrative tasks.
  • Coordinate new patient management, including distributing packets, maintaining records, and initial screenings.
  • Follow standard processes and protocols related to clinical activities, such as med refills, order follow-through, and lab reporting.
  • Responsible for lab results reporting as delegated and respond to patient requests via phone, portal, or written request.
  • Track and follow up on patient issues with clinical support and issue pre-appointment lab and health maintenance reminders.
  • Manage web portal communications and patient-related portal requests/questions.
  • Participate in process improvement activities and conduct patient check-in and check-out activities as appropriate.
  • Collect copays and outstanding balances and participate in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes.
  • Review missing slips and create claims to ensure appropriate billing.
Requirements:
  • High School Diploma or equivalent.
  • 3+ years of 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 and Knowledge:
  • Ability to function independently and professionally.
  • Knowledge of medical terminology preferred.
  • Basic knowledge of current healthcare benefits and managed care insurance plans, preferred.
  • Windows-based computer skills, including data entry and word processing ability.
  • Demonstrated telephone etiquette and positive interpersonal skills.
  • Ability to handle difficult conversations with patients and internal customers.
  • Ability to multitask among phone and face-to-face interactions despite frequent interruptions.
  • Excellent organizational skills.
  • Ability to analyze and problem-solve.
  • Detailed-oriented and excellent follow-through skills.
  • Ability to work with a variety of customers, ranging from patients to internal customers, and collaborate with peers.

Martins Point Health Care is an equal opportunity/affirmative action employer. If you have any questions about careers at Martins Point Health Care, please contact us at jobinquiries@martinspoint.org.



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