Care Team Patient Services Representative 34 hours

Join Martins 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 ofpeople caring for people Martins Point employees are on amission to transform our health care system while creating a healthier community. Martins 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 Martins Point has been certified as a Great Place to Work since 2015.

Position Summary

Job Description

Position 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 Martins 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 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)

Education/Experience:

• 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.

Skills/Knowledge/Competencies (Behaviors):

• 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

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.

Martins 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

Do you have a question about careers at Martins Point Health Care Contact us at:

Required Experience:

Unclear Seniority