Job
Company
Job Description
Join Martin's 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 of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's 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 Martin's 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 Martin’s 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
We are an equal opportunity/affirmative action employer.
Do you have a question about careers at Martin’s Point Health Care? Contact us at: [emailprotected]
Martin’s Point Health Care is a progressive, not-for-profit organization providing care and coverage to the people of Maine and beyond. The organization operates six primary care health care centers in Maine and New Hampshire, accepting most major insurance plans. Martin’s Point also administers two health plans: Generations Advantage (Medicare Advantage plans available throughout Maine and New Hampshire), and the US Family Health Plan (TRICARE Prime® plan for active-duty and retired military families in northern New England, upstate New York, and western Pennsylvania). For more information, visit https://careers.martinspoint.org .
This position is open. This job was posted on Sat Apr 27 2024 and expires on Wed Jun 26 2024.
Minimum $34K /yr
$38K /yr Average
Maximum $42K /yr
Tasks
- Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.
- Interview patients or their representatives to identify problems relating to care.
- Maintain knowledge of community services and resources available to patients.
- Refer patients to appropriate health care services or resources.
- Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution.
- Explain policies, procedures, or services to patients using medical or administrative knowledge.
- Provide consultation or training to volunteers or staff on topics such as guest relations, patients' rights, or medical issues.
- Collect and report data on topics such as patient encounters or inter-institutional problems, making recommendations for change when appropriate.
- Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field.
- Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care.
- Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff.
- Analyze patients' abilities to pay to determine charges on a sliding scale.
- Teach patients to use home health care equipment.
Skills
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
- Speaking - Talking to others to convey information effectively.
- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
- Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
- Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
- Coordination - Adjusting actions in relation to others' actions.
- Persuasion - Persuading others to change their minds or behavior.
- Negotiation - Bringing others together and trying to reconcile differences.
- Instructing - Teaching others how to do something.
- Service Orientation - Actively looking for ways to help people.
- Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Time Management - Managing one's own time and the time of others.
Knowledge
- Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
- Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
- Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
- Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
- Psychology - Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
- Sociology and Anthropology - Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
- Medicine and Dentistry - Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
- Therapy and Counseling - Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.
- Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
- Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
- Transportation - Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
Show More
