Care Team Patient Services Representative

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 Summary
 

The Care Team Patient Services Representative (PSR) works collaboratively with all members of the care team to provide excellent service to both patients and staff at Martin’s Point. The PSR supports the Contact Center and other departments, as necessary, to meet customer service standards.

We currently have several openings available, ranging from 34 to 40 hours per week, with scheduled shifts falling between the hours of 7:00 AM and 6:00 PM, Monday through Friday. These positions also include occasional evening hours and participation in a rotating Saturday schedule.

We are also currently offering a $2,000 sign-on bonus for full-time positions.

The PSR is responsible for phone messaging, appointment cancellations and rescheduling, and supporting and facilitating communications related to labs, prescriptions, messages, and other patient needs. The PSR also performs telephone triage according to established protocols and assists with patient service-related administrative tasks to help ensure patient requests are addressed appropriately.

This position is a great opportunity for someone who enjoys working as part of a collaborative care team, providing excellent customer service, and helping patients navigate their healthcare needs.

Job Description

PRIMARY DUTIES AND RESPONSIBILITIES

• 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 (maintains records, initial screenings, etc.)
• Follows standard processes and protocols related to clinical activities (medication refills, order follow through/tracking lab reporting, mailing results, obtaining outside records)
• Responds to patient requests via portal or written request
• With Clinical Support, tracks and follows up on patient issues
• Issues pre-appointment lab and health maintenance reminders via phone, portal and mail
• Manages Web portal communications and patient related portal requests/questions
• Depending on practice organizational structure, may 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 patient health records
• Participates in process improvement activities
• Conducts 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

Employees are expected to work consistently to demonstrate the mission, vision, and core values of the organization.

POSITION QUALIFICATIONS

Education:

• HS Diploma or equivalent.

Experience:

• 3+ years’ experience working in an administrative and/or customer service-oriented environment required.
• Experience in a medical environment with patient registration, billing, insurance processing or appointment scheduling preferred.

Knowledge:

• Knowledge of medical terminology preferred.
• Basic knowledge of current healthcare benefits and managed care insurance plans preferred.

Skills:

• Windows Based Computer skills: data entry and word processing ability.
• Demonstrated telephone etiquette and positive interpersonal skills.
• Excellent organizational skills.
• Detail-oriented and excellent follow through skills.

Abilities:

• Ability to function independently and professionally.
• Ability to handle difficult conversations with patients and internal customers.
• Ability to multitask among phone and face-to-face despite frequent interruptions.
• Ability to analyze and problem solve.
• Ability to work with a variety of customers ranging from patients, internal customers, medical staff and other departments.
• Able to collaborate with peers.
• Must be able to work flexible hours which may include weekends, evenings and holidays.

Pay Range: $20.20 - $24.95 The pay range above reflects the anticipated base pay range based on a full-time position. Actual compensation will be determined based on factors such as experience, skills, qualifications, and other job-related considerations. Employees may also be eligible for additional compensation, including incentive or commission-based programs, where applicable and subject to the terms of the relevant plan. In addition to base compensation, we offer a comprehensive benefits package including medical, dental, vision, retirement savings with employer contributions, paid time off (including volunteer time off!), pie day, and other employee benefits.

This position is not eligible for immigration sponsorship.

We are an equal opportunity/affirmative action employer.

Martin's Point complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected]

Do you have a question about careers at Martin’s Point Health Care? Contact us at: [email protected]