Patient Service Rep II

Northern Light Eastern Maine Medical Center |US:

ME:

Brewer | Administrative Support | Full Time

Salary range-  USD

The compensation range listed reflects the range Northern Light Health anticipates relying on in setting the wages for the position. The range may not necessarily include all additional compensation elements available, such as differentials, incentive programs and benefits.

Northern Light Eastern Maine Medical Center

Department:

Cancer Care - Brewer

Position is located:
Cianchette Professional Blding

Work Type:

Full Time

Work Schedule:

Variable

Exempt:
No

Summary
:

The Patient Service Representative II is an advanced support position and is responsible for a variety of activities related to patient in-take and care. The Patient Services Representative II is generally the first point of contact for patients entering the practice. It involves all of the responsibilities of the PSR I but with a higher level of competency and experience. Activities may include but are not limited to greeting and checking in patients, verifying and updating insurance information and confirming other patient information, scheduling patient appointments, answering phones, updating demographic information, processing referrals, payment collection and posting, charge entry, chart preparation and other duties as assigned with a minimum of support.

The PSR may work with a fair amount of independence and serve as a resource to the PSR I.

Responsibilities
:

• Demonstrates effective and courteous Customer, Physician/Practice Staff and other hospital staff communication skills.
• Communicates in a way that conveys understanding and respect to a diverse patient and work population.
• Answers all calls promptly and courteously.
• Responds to and resolves issues promptly through effective communication.
• Uses appropriate chain of command.
• Feedback is provided in a constructive manner.
• Demonstrates problem solving skills by responding to and resolving issues promptly through effective communication skills.
• Maintains adaptability in work schedule to meet patient/departmental needs.
• Develops and maintains positive working relationships.
• Acts as a resource to coworkers.
• Confirms patient identity by using the full name.
• Participates in problem solving groups as requested.
• Gives instructions and directions in a clear, understandable manner.
• Handles patient/family situations that have been escalated to the PSR II in a calm, courteous and informed professional demeanor.
• Verifying and updating demographic/insurance information on all encounter forms and systems per protocol.
• Notifying registration of changes if applicable.
• Demonstrating mastery of appropriate practice software and registration tool protocols.
• Scheduling tests, procedures, referral appointments with scheduling center, agencies and/or other provider groups and forwarding order form and/or records to appropriate depart/office and documenting information in patient's chart. Processing insurance referral/prior authorization and document this per protocol.
• Retrieving and processing messages per protocol.
• May assist with orientating and training/cross-training of new and established employees as assigned.
• May provide coverage in other areas.
• Effectively covers other support positions (e.g. switchboard, insurance referrals, scheduler), if appropriate
• Takes ownership for determining customers' needs and offers assistance.
• Interacts with other Organization functions with confidence, courtesy and professionalism.
• Assists the practice manager in organizing, coordinating and implementing projects.
• Collects and compiles statistical data to assist the practice manager as required.
• Schedules outpatient testing per orders/referral process, inputs appointment dates and times into patient EMR, if appropriate
• Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from the practice manager.
• Performs other duties as assigned by practice leadership.
• Able to cover most front office positions, if appropriate.
• 100% documented evidence of attendance of department staff meetings and/or reading/initializing the minutes.
• Reviews material submitted by Health Plans and Managed Care Organizations to gain full understanding of benefit coverage and precertification/authorization, if appropriate.
• Quality review procedures are followed to ensure accounts are brought to a timely and accurate resolution, if appropriate.
• Ability to prioritize and perform multiple duties, simultaneously.
• Ability to take ownership of work and follow up on responsibilities.
• Speaks, spells, and writes clearly, concisely and to the point.
• Consistently follows Patient Identification IDD by using two patient identifiers related to the registration process.
• Patient Identification Manager will be alerted if duplication medical record numbers are identified.
• Proper name format is consistently followed.
• Managed care organizations are correctly identified and selected as part of the registration process, if appropriate.
• Timely modifications of…