PSR Scheduler - Cardiology

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:

The Patient Service Representative and Scheduler (PSR/S) for Topsham Care Center is responsible for
accurate coordination and implementation of scheduling, registration, insurance verification, co-pay
collection, telephone management, patient portal management and patient discharge (check–out) process for
various hospital departments and provider locations within the Topsham Care Center and partner
organizations. The PSR/S schedules complex visits or procedures coordinating the appropriate resources
needed for each patient. The scheduling can include coordination and collaboration with up to five different
resources. The job responsibilities require completing multiple tasks simultaneously. Responsible for accurate
and complete patient accounts based on organization standards, policies and procedures, HIPAA, and
compliance with regulatory agencies, to include but not limited to pre-registration and registration functions.
Provide exceptional customer service to our Patients, Providers, and all Departments.

Essential Duties:

• Projects a positive image of the department and organization as the first line of contact with patients
regarding access to our services
• Interacts daily with patients regarding appointment scheduling, insurance verification, payment
collection, medical necessity, etc., and follows established standards and reference guidelines by
demonstrating the ability to assist patients, internal departments, and providers.
• Schedules complex procedures for all specialty services rotating to the Topsham Care Center.
• Demonstrates the ability to accurately register patients for up to 10 different departments.
• Interprets scheduling questions and provides clarification by developing and maintaining a working
knowledge of services offered.
• Demonstrates ability to assist patients/families with questions related to the organization and routes
calls appropriately when necessary.
• Listens and responds to scheduling needs with the appropriate level of urgency.
• Develops and maintains rapport with insurance payers, outside agencies and other departments within
the regional healthcare system.
• Updates patient registration and department schedules based on verified information from the
patient/guarantor
• Communicates with patients, times, required pre-procedure responsibilities. Implements plan for
providing appropriate referrals, contacts and follow-up, including completion of necessary paperwork
as required by each specialty.
• Provides information to patient for financial assistance, prior to services being rendered.
• Interacts with patients/families in a professional manner. Provides explanations regarding
appointments, insurance coverage; ensures confidentiality of patient records.
• As patient discharges, reviews the encounter form for completeness and for provider instructions.
Schedules follow up visits as instructed.
• Records appropriately detailed documentation on the patient account following each call
• Maintains expert understanding and skill set with Cerner and other scheduling tools as needed.
• Handles all inquiries regarding billing, scheduling, and referrals per departmental procedures and
appropriately refers other inquires for proper intervention.
• Communicates clearly and accurately with the Supervisor.
• Follows through, in a timely manner, on all action steps requested by supervisor.
• Meets stated performance standards for call duration, work time per call and call volume.
• Provides coverage for other team members when necessary, reorganizes workflow as necessary to
accomplish this.
• Assists with projects and other assignments when necessary, offering assistance when possible.
• Acts as a resource to the Central Scheduling team, when questions arise regarding referrals and
diagnostic testing for all specialties rotating to Topsham Care Center.

Education and Experience:

• High school diploma or equivalent
• Minimum of one year of work experience in directly communicating and providing service to patients
or public; preferably in a healthcare related field
• Minimum of two years relevant experience knowledge of scheduling, registration, and medical
terminology preferred
• Understanding of various insurance plan requirements, government agencies, Medicare and Medicaid
• Demonstrated proficiency with data entry/keyboarding

Knowledge, Skills and Abilities:

• 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.
• Serve as the champion of the patient and team member experience by providing an A+ experience to
every patient and team member, every day
• Excellent organizational and interpersonal communication skills
• Ability to perform multiple tasks or activities simultaneously to provide an exceptional patient
experience
• Ability to prioritize and use critical thinking skills
• Effectively communicate with patients in a supportive and tactful manner
• Identify and apply effective service recovery opportunities
• 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

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.