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Northern Light Eastern Maine Medical Center

Department: Mammography

Position is located: Northern Light Eastern Maine Medical Center

Work Type: Full Time

Hours Per Week: 40.00

Work Schedule: 7:00 AM to 3:30 PM

Summary:

The Patient Service Representative III is a supporting position and is responsible for a variety of activities related to patient in-take and care. The Patient Service Representative III will also support the Patient Service Representatives I and II as required and may be the first point of contact for patients entering the practice. It involves all of the responsibilities of the PSR II but with a higher level of competency and experience. Activities may include but are not limited to greeting and checking in patients, verifying and updating insurance information and confirming other patient information, scheduling patient appointments, answering phones, updating demographic information, processing referrals, payment collection and posting, charge entry, chart preparation, processing of payroll, tracking of time and attendance, tracking of quality metrics, daily charges, schedule management, patient panels, taking meeting notes, assist with patient complaints ordering office supplies, assisting with practice orientation and training of new staff and other duties as assigned with a minimum of support. The PSR III will also be able to coordinate all components of patient appointments to include tests, surgeries and procedures and may work closely with Central Scheduling. The PSR III will be expected to work with a fair amount of independence applying logic and judgement towards the resolution of practice challenges. The PSRIII is responsible to obtain all prior images pertinent to the appointments, load and align images in PACs, for State Street, Union Street and BSS in Brewer for every patient on all three schedules. Since breast imaging is a comparative study this is imperative in order to proceed with care. The PSR III will scan appropriate documents into power chart. Patient result letters are reviewed for accuracy and sent out for all mammographic exams within the FDA mandated time frame. The must be able to be resourceful when information on prior images is limited and vague to obtain. Responsible for downloading and sending all images requested from the three locations by other care centers, following appropriate privacy rules and obtaining necessary consent. Must be able to think logically, use thoughtful judgement while managing ever changing priorities throughout the day. Responsible for compliance with report verification with the Maine Breast and Cervical Heath Care Program so EMMC can receive reimbursement for services provided for patients covered in that CDC program. Complies with all FDA regulations regarding breast imaging records and storage. Will read every radiologist report in BOC State and Union Street locations for accuracy and compliance to regulatory standards. Corrects what is allowed or returns to radiologist to correct. Maintains statistical data base. Updates policies for department. Transcribes letters for clinic. The PSR III will serve as a role model of service and professionalism to all supporting staff. This role will provide help with mentoring new staff.

Responsibilities:

+ Demonstrates effective and courteous Customer, Physician/Practice Staff and other hospital staff communication skills.

+ Communicates in a way that conveys understanding and respect to a diverse patient and work population.

+ Answers all calls promptly and courteously.

+ Responds to and resolves issues promptly through effective communication.

+ Uses appropriate chain of command.

+ Feedback is provided in a constructive manner.

+ Demonstrates problem solving skills by responding to and resolving issues promptly through effective communication skills.

+ Maintains adaptability in work schedule to meet patient/departmental needs.

+ Develops and maintains positive working relationships.

+ Acts as a resource to coworkers.

+ Confirms patient identity by using the full name.

+ Participates in problem solving groups as requested.

+ Gives instructions and directions in a clear, understandable manner.

+ Handles patient/family situations that have been escalated to the PSR II in a calm, courteous and informed professional demeanor.

+ Greeting patients, having patient(s) sign appropriate forms/consents.

+ 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.

+ Scheduling tests, procedures, referral appointments with scheduling center, agencies and/or other provider groups and forwarding order form and/or records to appropriate depart/office. Documenting information in Patient's chart. Processing insurance referral/prior authorization and document this per protocol.

+ Retrieving and processing messages per protocol.

+ May assist with orientating and training/cross-training of new and established employees as assigned.

+ Has the knowledge and the ability to train support staff at all practice levels and for all practice functions, if appropriate.

+ May provide coverage in other areas.

+ Effectively covers other support positions (e.g. switchboard, insurance referrals, and scheduler), if appropriate.

+ Provides excellent customer service for both internal and external customers.

+ 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.

+ Takes ownership for determining customers’ needs and offering assistance.

+ Interacts with other NL EMMC functions with confidence, courtesy and professionalism.

+ Assists the practice manager in organizing, coordinating and implementing projects.

+ Collects and compiles statistical data to assist the practice manager as required.

+ Schedules outpatient testing per orders/referral process, inputs appointment dates and times into patient EMR, if appropriate.

+ Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from the practice manager.

+ Is able to run staff meetings in the practice manager’s absence.

+ Acts as a designee for the safety officer for practice, to include all safety training, conducting safety related drills, documenting all safety procedures. The PSR III will also participate in disaster drills, demonstrate understanding of disaster plan in discussion drills and disaster situations. The PSR III will also perform duties as assigned to meet unusual, emergent and practice needs.

+ 100% documented evidence of attendance of department staff meetings and/or reading/initializing the minutes.

+ Performs other duties as assigned by practice leadership.

+ Consistent and reliable attendance including communication and attempts to find coverage when issues prevent attendance.

+ Reviews material submitted by Health Plans and Managed Care Organizations to gain full understanding of benefit coverage and precertification/authorization, if appropriate.

+ Quality review procedures are followed to ensure accounts are brought to a timely and accurate resolution, if appropriate.

+ Adheres to Code of Conduct and follows all applicable compliance policies and regulations.

+ Ability to prioritize and perform multiple duties, simultaneously.

+ Ability to take ownership of work and follow up on responsibilities.

+ Speaks, spells, and writes clearly, concisely and to the point.

+ Consistently follows Patient Identification IDD by using two patient identifiers related to the registration process.

+ Patient Identification Manager will be alerted if duplication medical record numbers are identified.

+ Proper name format is consistently followed.

+ Managed care organizations are correctly identified and selected as part of the registration process, if appropriate.

+ Timely modifications of registrations are done in order to ensure billing of encounters.

+ Uses independent judgment, when necessary, if appropriate.

+ Assists Practice Manager with patient complaints related to billing invoices, if appropriate.

+ Appropriately refers patients/staff with issues/concerns to the Practice Manager.

+ Performs Service Recovery when necessary.

+ Seeks ways to improve quality of services provided.

+ Has 100% of iCare, employee updates and any other in-services meetings and training as assigned.

+ Maintains documented evidence of continuing education.

+ Participates in multidisciplinary problem-solving groups, in-service and departmental, practice and hospital meetings as requested; may participate as PM’s proxy.

+ Works safely and follows all safety policies, reports incidents or hazards immediately.

+ Follows all hand hygiene protocols.

+ Strong knowledge of departmental policies, procedures and workflows.

+ Insurance verification and precertification is performed prior to elective inpatient admission to ensure accounts are secured upon admission, if appropriate.

+ Monitors overtime of staff and alerts supervisor, manager and employee of any overtime listed, if appropriate.

+ For all other non-scheduled inpatients, insurance verification and precertification is performed within 24 hours of admission or by the end of the business day to perform due diligence on accounts that admitted the previous day, if appropriate.

+ Names, dates, and times of conversations with businesses, insurances, managed care organizations, Utilization Review, and patients are documented, if appropriate.

+ Insurance verification and precertification is performed on high dollar outpatient areas to ensure reimbursement, if appropriate.

+ Understands the implication both clinically and financially of registration errors and the impact on the organization.

+ Referral calls are made to PCP for Managed Care patients, if appropriate.

+ Correct insurance is identified and selected when appropriate within the registration fields, if appropriate.

+ Policy numbers are entered correctly into the registration fields, if appropriate.

+ Ensures that referral authorization numbers are submitted to Patient Account Services in a timely manner and understands the implications if this is not done, if appropriate.

+ Finishes work on time 95% of the time, avoiding overtime.

+ Prepares billing sheets and codes invoices prior to sending to Accounts Payable, if appropriate.

+ Collects payments (cash, co-payments, cash, checks and other forms of payment for services rendered; reconciles cash drawer/journal per EMMC policy; promptly secures/delivers the cash deposits in the designated EMMC safe or other designated area for transit to the Fiscal Services Department, if appropriate.

+ Oversees daily revenue reports and charge reconciliation, if appropriate.

+ Handles payroll in API and tracks time and attendance and reports to manager, if appropriate.

+ Act in a cost-conscious manner and sets an example for others in use of office supplies.

+ Promotes services at Northern Light Eastern Maine Medical Center.

+ Meets continuing education requirements set forth by the practice.

+ Seeks opportunities for enhancement of skills.

+ Assists with answering questions and directing practice staff to appropriate resources.

+ Attends 100% of employee updates.

Other Information:

+ Prior experience, of clinical administrative work or graduate of a medical technology course (or other degree/certificate program completion).

+ Medical terminology certificate or completion of medical terminology course within 12 months of hire.

+ Knowledge of insurance coverage and referrals, ICD and CPT coding experience preferred; a certificate of completion in medical terminology preferred; knowledge of EMR (Electronic Medical Record) preferred.

+ Must be self-directed to independently and successfully handle multiple priorities. Must present a pleasant, friendly, approachable and professional demeanor at all times.

+ Must be able to speak and read English clearly using correct grammar and vocabulary.

+ Must be self-directed to handle multiple priorities and must present to patients and families a pleasant and professional demeanor.

Competencies and Skills

+ 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 belonging, empowerment, and cooperation.

+ 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.

+ 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.

Education

+ Required High School Diploma/General Educational Development (GED)

Working Conditions

+ Work with computers, typing, reading or writing.

+ Prolonged periods of sitting.

+ Prolonged periods of standing.

+ Prolonged periods of walking.

EMMC, Bangor, Maine, Level 2 Trauma Center, hospital, Cancer Care, Lifeflight

Position Patient Service Rep IIILocation Req ID 84770