Care Team Patient Services Representative
Martin’s Point Health Care
- Portland, ME
- Permanent
- Full-time
- Handles all PSR Desktop Management activities
- Schedules, reschedules and cancels patient appointments
- Provides 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 delegated
- Responds to patient requests via incoming phone call, portal or written request
- With Clinical Support, tracks and follows up patient issues
- Issues pre-appointment lab and health maintenance reminders
- Manages Web portal communications and patient related portal requests/questions
- Depending 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 activities
- Conduct patient check-in and check-out activities as appropriate.
- Collects copays and outstanding balances
- Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes
- Reviews missing slips and creates claims to ensure appropriate billing
- At some sites will document and refill medications following the guidance given by Patient Knowledge Coupler (PKC)
- HS Diploma or equivalent
- 3+ 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.
- 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: 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 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, internal customers: medical staff and other departments, able to collaborate with peers