Patient Service Rep III

Northern Light Eastern Maine Medical Center |US:

ME:

Brewer or Hybrid | 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.

Exempt:
No

The Patient Service Representative III is a supporting position and is responsible for a variety of activities related to patient in-take and care. The Patient Service Representative III will also support the Patient Service Representatives I and II as required and may be the first point of contact for patients entering the practice. It involves all of the responsibilities of the PSR II 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, processing of payroll, tracking of time and attendance, tracking of quality metrics, daily charges, schedule management, patient panels, taking meeting notes, assist with patient complaints ordering office supplies, assisting with practice orientation and training of new staff and other duties as assigned with a minimum of support.

The PSR III will also be able to coordinate all components of patient appointments to include tests, surgeries and procedures and may work closely with Central Scheduling. The PSR III will be expected to work with a fair amount of independence applying logic and judgement towards the resolution of practice challenges. The PSR III will serve as a role model of service and professionalism to all supporting staff.

This role will provide help with mentoring new staff.

• 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.
• Attends all practice staff meetings.
• 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. 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.
• Has the knowledge and the ability to train support staff at all practice levels and for all practice functions, if appropriate.
• May provide coverage in other areas.
• Effectively covers other support positions (e.g. switchboard,…