Job Information
Northern Light Health Patient Service Associate II in Brewer, Maine
Northern Light Pharmacy
Department: Pharmacy - Refill-Auth Program
Position is located: Cianchette Professional Blding
Work Type: Full Time
Hours Per Week: 40
Work Schedule: 8:00 - 4:30
Hybrid/Remote in Maine
Summary:
The Patient Service Associate II is responsible for managing inbound and outbound communications to assist with the scheduling and registration of patient appointments, completion of appointment reminders, sending and receiving referrals, obtaining insurance authorizations, notification of copay responsibilities, and other administrative tasks as assigned. Appropriate interpretation and application of Northern Light Health policies regarding scheduling criteria and medical need are essential.
The Patient Service Representative will be working with complex scheduling, telephone, and integrated CRM systems. They will need to proficiently navigate these simultaneously and be able to communicate via phone, electronically, and/or through fax requests. The Patient Service Representative will be responsible for gathering patient-specific demographics and provider information to accurately assess the nature of each request. They will deliver exceptional customer service to provide the best patient experience while supporting Primary Care and Multispecialty medical practices across the Northern Light Health network. Accuracy and thoroughness in all patient related activities including is critical.
The Patient Service Representative communicates appropriately and clearly to the Director, co-workers, and Practice Managers. They interact professionally with patients and their families and treats them with respect and dignity and provides explanations and verbal reassurances, as necessary. The PSR completes assigned tasks in a timely and efficient manner. Their performance is consistently accurate and dependable and shows orderly work habits. The PSR will be expected to perform quality work with a minimum of supervision.
Responsibilities:
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.
May assist with orientating and training/cross-training of new and established employees as assigned.
May provide coverage in other areas including (insurance authorizations, referrals, etc.), if appropriate.
Effectively schedules and registers patients for multiple practices consistently and accurately.
Provides excellent customer service for both internal and external customers.
Takes ownership for determining customers’ needs and offering assistance.
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.
Assists the practice manager in organizing, coordinating, and implementing projects.
Collects and compiles statistical data to assist the Director as required.
Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from Contact Center leadership.
Understanding of benefit coverage and precertification/authorization, if appropriate.
Adheres to Northern Light Code of Conduct and follows all applicable compliance policies and regulations.
Appropriately refers patients/staff with issues/concerns to the Director.
Understands the implication both clinically and financially of registration errors and the impact on the organization.
Timely modifications of registrations are done to ensure billing of encounters.
Ability to troubleshoot technical issues for patient portal calls.
Participates in multidisciplinary problem-solving groups, in-service and departmental, practice and hospital meetings as requested; may participate as PM’s proxy.
Demonstrates high level of performance on a daily basis above peer averages.
Referral calls are made to PCP for Managed Care patients and followed to ensure receipt prior to appointment (or communication to practice), if appropriate.
Other Duties as Assigned.
Other Information:
Expert with Powerchart, scheduling, registration, Tonic, NICE CXOne, Salesforce and messaging and Referral Management tools.
Medical terminology required or completion of a medical terminology course within six months of employment.
Demonstrate basic understanding of insurance terminology.
Competencies and Skills
3+ years of relative work experience required. • Minimum of three years patient service experience in a healthcare environment with direct patient contact.
Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
Applies Business Acumen:Demonstrates knowledge of current and future trends that impact organizational success. Applies proven practices and business theories to get results that meet financial as well as other business goals. Recognizes opportunities for new services and products and acts accordingly, taking measured risks into consideration. Possesses a thorough knowledge of their field and independently carries out their work in accordance with professional standards of the profession.
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.
Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
Develops Self and Others:Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to ensure they are enhanced appropriately.
Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.
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.
Fosters Innovation: Employs and encourages the use of meaningful creativity in solving challenges. Proactively identifies opportunities and uses new approaches to enhance processes, systems and services. When appropriate, suggests or initiates new strategies, products, services, and markets.
Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction and models it personally. Creates a compelling vision of success that motivates workplace initiative and energizes others to follow. Provides direction and guidance to encourage cooperation between team members in order to attain an objective. Has the ability to appropriately influence others' actions and decisions with and without express authority.
Types at 60+ words per minute. (only to be used as a condition of employment)
Ability to understand the language used to precisely describe the human body including its components, processes, conditions affecting it, and procedures performed upon it.
Multi-line phone, scanner, photocopier, fax, and internet.
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.
Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable.
Resolves Conflict: Promptly acts to find alternatives/solutions when team members disagree. Addresses issues in a direct, honest, and appropriate manner. Handles conflicting interests diplomatically and helps to solve them. Transforms difficult situations into teachable moments using respect and accountability .
Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.
Utilizes Resources Effectively: Understands how to get the most out of available resources and uses cost-benefit thinking in decision-making and in setting priorities. Monitors and analyzes resource usage to identify and eliminate areas of waste and maximize resources. As a leader, defines targets and provides appropriate means; oversees progress and makes adjustments when necessary. Appropriately delegates work, sets clear direction and manages workflow and time.
Education
- Required High School Diploma/General Educational Development (GED)
Working Conditions
Work with computers, typing, reading or writing.
Prolonged periods of sitting.
Position Patient Service Associate IILocation Req ID null