Patient Service Associate

Patient Service Associate I - 95606

Northern Light Health Home Office |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.

Northern Light Health

Department:
Patient Service Center

Position is located:
Cianchette Professional Building

Work Type:
Full Time

Hours Per Week: 40.00

Work Schedule:

8:00 AM to 4:30 PM

Salary Range : $ 18.25 - $21.45

Exempt:
No

$1000 Sign on Bonus Eligible

Summary :

The Contact Center Agent is responsible for managing inbound and outbound communications to assist with the scheduling and registration of patient appointments, completion of appointment reminders, sending and receiving referrals, obtaining insurance authorizations, notification of copay responsibilities, assisting in troubleshooting patient portal issues, and other administrative tasks as assigned. Appropriate interpretation and application of Northern Light Health policies regarding scheduling criteria and medical need are essential.

Responsibilities :

• 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.
• May assist with orientating and training/cross-training of new and established employees as assigned.
• May provide coverage in other areas including (insurance authorizations, referrals, etc.), if appropriate.
• Provides excellent customer service for both internal and external customers.
• Takes ownership for determining customers' needs and offering assistance.
• Responds to communications (phone calls, voice mails, e-mails, and IMs) in a timely manner.
• Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from Contact Center leadership.
• Understanding of benefit coverage and precertification/authorization, if appropriate.
• Adheres to Northern Light Code of Conduct and follows all applicable compliance policies and regulations.
• Appropriately refers patients/staff with issues/concerns to the Director.
• Understands the implication both clinically and financially of registration errors and the impact on the organization.
• Timely modifications of registrations are done to ensure billing of encounters.
• Troubleshoots patient portal issues.
• Other Duties as Assigned.

Other Information :

• Minimum of two years patient service experience in a healthcare environment preferred.

Competencies and Skills

• Achieves Results:
  Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
• Applies Business Acumen:
  
  Demonstrates knowledge of current and future trends that impact organizational success. Applies proven practices and business theories to get results that meet financial as well as other business goals. Recognizes opportunities for new services and products and acts accordingly, taking measured risks into consideration. Possesses a thorough knowledge of their field and independently carries out their work in accordance with professional standards of the profession.
• Demonstrates Adaptability:
  Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
• Demonstrates Emotional Intelligence:
  Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
• Develops Self and Others:
  
  Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to…