Care Team Patient Services Representative

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.)
• Supports and facilitates communications related to labs, scripts, messaging, etc.
• Follows Standard Processes and Protocols related to clinical activities (med refills, order follow through/tracking lab reporting)
• Responds to patient requests via incoming phone call, portal or written request
• 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 serves 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
• Depending on site, documents and refills 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

• 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
• Detail 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

Equal Opportunity Employer

This position is not eligible for immigration sponsorship. We are an equal opportunity/affirmative action employer. Martin's Point complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact jobinquiries@martinspoint.org