Patient Services Rep

At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

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 on-line 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:

High school diploma or equivalent 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 am creating a warming, caring, and non-judgmental environment

I am actively listening and seeking information

I am honest, truthful, and consistent

I am respectful, treating all individuals with dignity and empathy

I am serving as a role model, taking both initiative and ownership when appropriate

I am working collaboratively and demonstrating teamwork

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.

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