Northern Light Maine Coast Hospital

Department: Orthopedic Clinic

Position is located: Northern Light Maine Coast Hospital

Work Type: Full Time

Hours Per Week: 40 Hours per Week

Work Schedule: 8:00 AM to 4:30 PM

Summary:

The Patient Service Representative I is a supporting position and is responsible for a variety of activities related to patient in-take and care. The Patient Services Representative I is generally the first point of contact for patients entering the practice. 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 reconciliation, chart preparation and other duties as assigned.

Responsibilities:

• 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.

• Attends all practice staff meetings

• May serve as a receptionist to patients by:

• 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.

Other Information:

Medical terminology certificate or completion of medical terminology course preferred.

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 #69761 - Patient Service Rep ILocation Req ID null