40hr Patient Services Representative - Family Healthcare Associates

Central Maine Healthcare is an integrated healthcare delivery system serving 400,000 people living in central, western and Midcoast Maine. CMH's hospital facilities include Central Maine Medical Center in Lewiston, Bridgton Hospital and Rumford Hospital. CMH also supports Central Maine Medical Group, a primary and specialty care practice organization. Other system services include the Central Maine Heart and Vascular Institute, a regional trauma program, LifeFlight of Maine's southern Maine base, the Central Maine Comprehensive Cancer Center and other high-quality clinical services.

If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!

Position Summary:

Performs a wide range of tasks to support the practice’s daily activities. PSR tasks include but are not limited to the patient experience, cash management, service standards, scheduling, referral management and patient communications.

Essential Duties:
• Engages patients with exceptional service practices in alignment with the CMH service standards.
• Prepares for clinic visits by reviewing the next day patients and completing next day preparation
activities, such as reminder calls and patient estimates.
• Completes all aspects of patent check-in upon arrival at the practice; identify correct patient
information in the electronic medical record, verify patient demographic information, verify current
insurance coverage, present and educate patients on required forms and obtain signature as required
by policy and procedure.
• Collects and posts payments and balances on accounts. Completes daily reconciliation of cash,
reconciliation of appointment and charges and follows procedures according to standards.
• Schedules patient appointments utilizing an electronic scheduling system.
• Schedules tests and procedures. Completes and distributes ancillary service requisitions.
• Completes all aspects of patient check-out; schedule return appointment, provide visit summaries and
service estimates.
• Communicates professionally with patients and staff by using multiple advanced communication
tools, including phone call handling telecommunication system, emails, faxes, on-line chats, and online scheduling applications.
• Handles patient concerns with professionalism during moments of frustration or conflict and utilizes
service recovery protocols when appropriate.
• Completes inbound and outbound telephone calls to patients, takes and delivers messages to providers,
nurses, and other team members. Disseminates messages, mail, and forms according to practice
communication standards.
• Manages patient communication through email, fax, patient portal messages and phone
communications.
• Corrects insurance errors in a timely manner.
• Learns and utilizes a wide range of technological platforms and programs.
• Protects patient’s confidentiality by adhering to HIPPA policies and procedures.
• Upholds CMH policies and procedures.
• Performs other related duties as assigned or described by the organization’s policy.

Education and Experience:

1) High school diploma or equivalent
2) Minimum of one year of work experience in a customer service role; preferably in a healthcare related
field.

Knowledge, Skills, and Abilities:

• Strong verbal and written communication skills.
• Demonstrated ability to work efficiently in a challenging environment, demonstrated strong
organizational skills and the ability to move from task to task quickly.
• Knowledge of medical terminology and telephone etiquette preferred.
• Must understand software platforms and be able to learn how to use appropriate technology.
• Demonstrated ability to organize and prioritize work, provide oral and written instructions, interact
tactfully with patients and families, and establish and maintain effective relationships with others.
• Must be able to apply specific organizational policies and regulations related to verifying patient
information and maintaining records and forms.
• Ability to remain calm in a busy or stressful situation.
• Represent the organization in a positive manner, support and encourages strong morale within the
team and maintain effective, professional relationships with others
• Ability to engage patients and team members utilizing the CMH Experience Standards

i. I am creating a warming, caring, and non-judgmental environment
ii. I am actively listening and seeking information
iii. I am honest, truthful, and consistent
iv. I am respectful, treating all individuals with dignity and empathy
v. I am serving as a role model, taking both initiative and ownership when appropriate
vi. I am working collaboratively and demonstrating teamwork
vii. I am resilient and adapt to change in positive ways.

• Demonstrated ability to direct and triage in a highly fluid dynamic operational environment.
• Ability to collaborate with all layers of the management/ administration team

CMH actively promotes diversity in its workforce at all levels of the organization. We strive to create and maintain a setting where we celebrate cultural and other differences and consider them strengths of the organization. CMH is an equal opportunity workforce and no one shall discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status with respect to any offer, or term or condition, of employment. We make reasonable accommodations to the known physical and mental limitations of qualified individuals with disabilities.