Patient Service Associate II

Patient Service Associate II

Position is located at Cianchette Professional Building. Work type: Full Time. Hours per week: 0.00. Work schedule: 8:00 AM to 4:30 PM *Hybrid/Remote in Maine*.

Summary: The Patient Service Associate II 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, and other administrative tasks as assigned. Appropriate interpretation and application of Northern Light Health policies regarding scheduling criteria and medical need are essential. The Patient Service Representative will be working with complex scheduling, telephone, and integrated CRM systems. They will need to proficiently navigate these simultaneously and be able to communicate via phone, electronically, and/or through fax requests. The Patient Service Representative will be responsible for gathering patient-specific demographics and provider information to accurately assess the nature of each request. They will deliver exceptional customer service to provide the best patient experience while supporting Primary Care and Multispecialty medical practices across the Northern Light Health network. Accuracy and thoroughness in all patient related activities including is critical. The Patient Service Representative communicates appropriately and clearly to the Director, co-workers, and Practice Managers. They interact professionally with patients and their families and treats them with respect and dignity and provides explanations and verbal reassurances, as necessary. The PSR completes assigned tasks in a timely and efficient manner. Their performance is consistently accurate and dependable and shows orderly work habits. The PSR will be expected to perform quality work with a minimum of supervision.

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.
• Effectively schedules and registers patients for multiple practices consistently and accurately.
• 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.
• Demonstrates mastery of and acts as a resource for all systems used in the front office, including scheduling and registration protocols, if appropriate.
• Assists the practice manager in organizing, coordinating, and implementing projects.
• Collects and compiles statistical data to assist the Director as required.
• 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.
• Ability to troubleshoot technical issues for patient portal calls.
• Participates in multidisciplinary problem-solving groups, in-service and departmental, practice and hospital meetings as requested; may participate as PM's proxy.
• Demonstrates high level of performance on a daily basis above peer averages.
• Referral calls are made to PCP for Managed Care patients and followed to ensure receipt prior to appointment (or communication to practice), if appropriate.
• Other Duties as Assigned.

Other Information:

• Expert with Powerchart, scheduling, registration, Tonic, NICE CXOne, Salesforce and messaging and Referral Management tools.
• Medical terminology required or completion of a medical terminology course within six months of employment.
• Demonstrate basic understanding of insurance terminology.

Competencies and Skills:

• 3+ years of relative work experience required.
• Minimum of three years patient service experience in a healthcare environment with direct patient contact.
• Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives.
• Applies Business Acumen: Demonstrates knowledge of current and future trends that impact organizational success.
• Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity.
• Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management.
• Develops Self and Others: Takes responsibility for engaging in professional self-development activities and programs.
• Effectively Communicates: Listens, speaks and writes appropriately, using clear language.
• Exercises Sound Judgment & Decision Making: Understands and processes complex information.
• Fosters Innovation: Employs and encourages the use of meaningful creativity in solving challenges.
• Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction.
• Types at 60+ words per minute.
• Ability to understand the language used to precisely describe the human body including its components, processes, conditions affecting it, and procedures performed upon it.
• Multi-line phone, scanner, photocopier, fax, and internet.
• Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority.
• Resolves Conflict: Promptly acts to find alternatives/solutions when team members disagree.
• Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers.
• Utilizes Resources Effectively: Understands how to get the most out of available resources.
• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values.
• Cultivates Respect: Treats others fairly, embraces and values differences.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable.
• Practices Compassion: Exhibits genuine care for people.
• Education: Required High School Diploma/General Educational Development (GED)

Working Conditions: Work with computers, typing, reading or writing. Prolonged periods of sitting.

Location: Brewer, Maine, Corporate Office, Cianchette, Foundation, Finance, Human Resources, Legal Services Position

Req ID 82414