Patient Service Associate I - Maine Staffing : Job Details

Position is located: Cianchette Professional Building, Brewer, ME. Work Type: Full Time. Hours Per Week: 40.00. Work Schedule: Hybrid/Remote in Maine.

Summary: The Contact Center Agent 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, assisting in troubleshooting patient portal issues, and other administrative tasks as assigned. Appropriate interpretation and application of Northern Light Health policies regarding scheduling criteria and medical need are essential.

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.
• 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.
• 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.
• Troubleshoots patient portal issues.
• Other Duties as Assigned.

Other Information: Minimum of two years patient service experience in a healthcare environment preferred.

Competencies and Skills:

• Achieves Results:
• Applies Business Acumen:
• Demonstrates Adaptability:
• Demonstrates Emotional Intelligence:
• Develops Self and Others:
• Effectively Communicates:
• Exercises Sound Judgment & Decision Making:
• Fosters Innovation:
• Influences and Inspires:
• Provides Patient-Centered Care:
• Resolves Conflict:
• Serves Others:
• Utilizes Resources Effectively:
• Behaves with Integrity and Builds Trust:
• Cultivates Respect:
• Fosters Accountability:
• Practices Compassion:

Education: Required High School Diploma/General Educational Development (GED).

Working Conditions: Work with computers, typing, reading or writing. Prolonged periods of sitting.

Location: Brewer, Maine, Corporate Office, Cianchette, Foundation, Finance, Human Resources, Legal Services.