Northern Light Eastern Maine Medical CenterDepartment: Gastroenterology ClinicPosition is located: Northern Light Eastern Maine Medical CenterWork Type: Full TimeHours Per Week: 40.00Work Schedule: 7:00 AM to 5:30 PMSummary: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.Responsibilities:
Communicates Effectively
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
Greeting patients, having patient(s) sign appropriate forms/consents
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, insurance referrals, and scheduler), if appropriate
Provides excellent customer service for both internal and external customers
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
Takes ownership for determining customers' needs and offering assistance
Interacts with other Northern Light Health 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
Is able to run staff meetings in the practice manager's absence
Acts as a designee for the safety officer for practice, to include all safety training, conducting safety related drills, documenting all safety procedures. The PSR III will also participate in disaster drills, demonstrate understanding of disaster plan in discussion drills and disaster situations. The PSR III will also perform duties as assigned to meet unusual, emergent and practice needs
100% documented evidence of attendance of department staff meetings and/or reading/initializing the minutes
Performs other duties as assigned by practice leadership
Consistent and reliable attendance including communication and attempts to find coverage when issues prevent attendance
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
Adheres to Organization Code of Conduct and follows all applicable compliance policies and regulations
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 registrations are done in order to ensure billing of encounters.
Uses independent judgment when necessary, if appropriate
Assists Practice Manager with patient complaints related to billing invoices, if appropriate
Appropriately refers patients/staff with issues/concerns to the Practice Manager
Performs Service Recovery when necessary
Seeks ways to improve quality of services provided
Has 100% of iCare, employee updates and any other in-services meetings and training as assigned
Maintains documented evidence of continuing education
Participates in multidisciplinary problem-solving groups, in-service and departmental, practice and hospital meetings as requested; may participate as PM's proxy
Works safely and follows all safety policies; reports incidents or hazards immediately
Follows all hand hygiene protocols
Strong knowledge of departmental policies, procedures and work flows
Insurance verification and precertification is performed prior to elective inpatient admission to ensure accounts are secured upon admission, if appropriate
Monitors overtime of staff and alerts supervisor, manager and employee of any overtime listed, if appropriate
For all other non-scheduled inpatients, insurance verification and precertification is performed within 24 hours of admission or by the end of the business day to perform due diligence on accounts that admitted the previous day, if appropriate
Names, dates, and times of conversations with businesses, insurances, managed care organizations, Utilization Review, and patients are documented, if appropriate
Insurance verification and precertification is performed on high dollar outpatient areas to ensure reimbursement, if appropriate
Understands the implication both clinically and financially of registration errors and the impact on the organization
Referral calls are made to PCP for Managed Care patients, if appropriate
Correct insurance is identified and selected when appropriate within the registration fields, if appropriate
Policy numbers are entered correctly into the registration fields, if appropriate
Ensures that referral authorization numbers are submitted to Patient Account Services in a timely manner and understands the implications if this is not done, if appropriate
Finishes work on time 95% of the time, avoiding overtime
Prepares billing sheets and codes invoices prior to sending to Accounts Payable, if appropriate
Collects payments (cash, co-payments, cash, checks and other forms of payment for services rendered; reconciles cash drawer/journal per Organization policy; promptly secures/delivers the cash deposits in the designated safe or other designated area for transit to the Fiscal Services Department, if appropriate
Oversees daily revenue reports and charge reconciliation, if appropriate
Handles payroll in API and tracks time and attendance and reports to manager, if appropriate
Act in a cost-conscious manner and sets an example for others in use of office supplies
Promotes services at Northern Light Health
Meets continuing education requirements set forth by the practice
Seeks opportunities for enhancement of skills
Assists with answering questions and directing practice staff to appropriate resources
Attends 100% of employee updates.
Other Information:Competencies and Skills
Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.
Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.
Education
Required High School Diploma/General Educational Development (GED)
Working Conditions
Need to drive to perform responsible duties.
Lifting, moving and loading less than 20 pounds.
Prolonged periods of sitting.
Position Patient Service Rep IIILocation Req ID null