Patient Service Coordinator

3 weeks ago

Gorham, Maine, United States Northern Light Health Full time
{"title": "Patient Service Representative", "description": "Job Summary

We are seeking a highly skilled Patient Service Representative to join our team at Northern Light Mercy Hospital. As a key member of our Primary Care team, you will be responsible for providing exceptional patient care and administrative support to our patients and healthcare providers.

Responsibilities
  • Treat patients and customers with politeness, promptness, and helpfulness, in line with our Organization's Values and Standards.
  • Participate in regular huddles and team meetings to improve workflows and contribute to improving patient population outcomes.
  • Maintain productivity and efficiency in workflow to accommodate the volume and acuity of the practice.
  • Handle difficult conversations with patients and internal customers.
  • Register patient demographic and insurance information accurately at the time of appointment, and provide necessary forms for completion in accordance with all insurance regulations and practice policy.
  • Provide excellent customer service for incoming inquiries, screen calls, document detailed messages, and route to the appropriate individual in a timely manner.
  • Schedule, reschedule, confirm, acknowledge, and cancel patient appointments, including surgical and ancillary services.
  • Monitor daily schedules, notify manager or team members of potential issues or access opportunities.
  • Collect co-pays/patient due balances.
  • General understanding of insurance plans, with a greater detailed knowledge of the most frequently seen insurance plans.
  • Utilize insurance verification system and take appropriate action based on eligibility response.
  • Obtain patient consents and signatures, schedule follow-up appointments when indicated.
  • Perform end-of-day reconciliation of payments, appointments, and validation.
  • Investigate and problem-solve insurance denials on a monthly basis to recover lost revenue and become aware of how to proactively submit clean claims.
  • Be patient-centric in interactions and decision-making.
  • Participate in the referral process as outlined by Medical Associates.
  • Initiate, receive, and/or process insurance and services referrals in compliance with the patient's plan and in conjunction with the Medical Associates referrals protocol.
  • Be proactive in identifying, reporting, and participating in the resolution of any potential or actual patient safety issues.
  • Process health information requests in accordance with Organization and MMA policy.
  • Screen and invite patients to the electronic patient portal.
  • Display cooperative behavior, interact positively and effectively with others to promote a team environment.
  • Create, maintain, and pull patient charts, either physically or electronically, as outlined by the practice.
  • Act as a backup for coworkers as needed.
  • Demonstrate and promote the mission and values of the organization.
  • Ensure compliance with hospital, state, and federal regulations.
  • Work in a way to uphold HIPAA standards, in compliance with the law.
  • Perform additional duties as required or assigned to maintain the overall efficiency and continuity of the facility.
Requirements
  • High School Diploma/General Educational Development (GED)
  • Prolonged periods of sitting
  • Lifting, moving, and loading 20 to 30 pounds
  • Work with computers, typing, reading, or writing
Competencies and Skills
  • Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments, and rules of conduct.
  • Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment, and cooperation.
  • Effectively Communicates: Listens, speaks, and writes appropriately, using clear language.
  • Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results, and behaviors.
  • Practices Compassion: Exhibits genuine care for people and is available and ready to help.
  • Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority.
Working Conditions

Potential exposure to abusive and/or aggressive people. Potential exposure to diseases or infections. Potential exposure to noise levels being uncomfortable. Potential exposure to noxious odors. Potential exposure to very hot or cold temperatures.

"}

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