Lead Patient Services Representative - Gray Family Health

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

Central Maine Healthcare is seeking a Lead Patient Services Representative to join our team at the Gray Family Healthcare office!

This is a Full Time, benefits eligible position

Position Summary :

The Patient Services Representative (PSR) Team leader performs, coordinates, and supervises office / clerical functions for the practice. Demonstrates and promotes the organization’s philosophy of excellent customer service and high-quality patient care. The PSR Team leader acts as the patient’s advocate, manages supplies and equipment, and promotes teamwork with staff, physicians, and personnel in other departments. Patient Services Representative required.

Education and Experience :

High School Graduate or Equivalent

Minimum of two (2) years medical office experience preferred.

Previous experience with health insurance and patient billing preferred.

Completion of medical terminology course preferred.

Essential Duties :

Assists in the development and implementation of short and long-term goals.

Assists in the development and implementation of policies and procedures on an annual basis.

Promotes team building, trust and respect in every aspect of the organization.

Participates in cost reduction.

Ensures that changes to operations are effectively communicated to clerical staff prior to implementation.

Participates in team-based problem solving.

Assists in developing and analyzing systems to effectively and efficiently track data

Ensures efficient work flow that supports the providers.

Assists in facilitating cooperation between clerical and clinical functions.

Completes reports and statistics as requested by Practice Manager.

Answers the telephone in a professional manner; directs calls as appropriate.

Completes reports and statistics as requested by manager.

Makes patient appointments and enters them into the computer system.

Obtains patient demographic information and insurance information from new patients

Obtains required authorization for patients with a managed healthcare plan

Greets patients as they enter the office; ensures all patient information is current

Collects patient co-payments, explains office billing procedures to patient / family

Collects payments for office visits, records in payment log

Handles inquiries regarding billing, scheduling, and referrals per departmental procedures and appropriately refers other inquiries for proper intervention

Periodically reviews the waiting room to assure that patients have been served in a timely fashion.

Follows policies and procedures related to medicolegal matters, including confidentiality, amendments of medical records, patient’s rights medical records as legal evidence, informed consent and release of information.

Assists as the patient discharges; reviews the encounter form for completeness and for provider instructions. Schedules follow-up as instructed

Ensures that all clerical staff provides the highest customer service.

Assists with the implementation processes to establish customer service strategies that support the corporation’s customer service philosophy.

Facilitates positive resolution of all patient complaints and inquires.

Coaches and develops employees in job related skills through work assignment, establishment of deadlines, direct training and regular feedback

Assists in the interviewing and hiring of clerical personnel.

Ensures that all clerical staff are trained in core competencies for their position.

Assists with evaluating each clerical staff member on an annual basis to determine that they maintain their skill level in basic competencies for the assigned position.

Works with Practice Manager to resolve personnel problems in assigned areas following policies and procedures.

Establishes a positive work environment through recommendation of use of spot awards, participating in CMMG Special Events, and site-specific events.

Achieves a patient satisfaction score on the quarterly reports that exceed average score

Pulls charts for the next day appointments; files completed patient charts daily; prepares new charts, if requested.

Files test / procedure results in patient's medical record after physician has seen the results if requested.

Schedules patient tests and procedures; explains any preparation for tests / procedures to the patient / family. Gives patients / families appropriate literature.

Follows policies and procedures related to medico legal matters, including confidentiality, amendments of medical records, patient rights, medical records as legal evidence and release of information.

Provides general patient services; directions, parking garage validation, calling for transportation, etc.

Acts as a resource person for patients and staff for available community resources / agencies.

Responds to patients' needs, concerns as appropriate. Investigates complaints works with office manager to find solutions.

Communicates appropriately and clearly to physicians, office manager, nursing staff, ancillary office staff and patients / families.

Maintains a good working relationship within the office.

Interacts professionally with patients / families; treats patients and families with dignity and respect.

Manages and operates all equipment safely and correctly.

Demonstrates the ability to be flexible, organized, and function under stressful situations

Maintains a good working relationship with all staff members within the organization.

Performs other duties as requested.

What It’s Like Working At CMH :

We are all about our team members growth and health. That why we prioritize work / life balance, community-based wellness initiatives and tuition reimbursement or student loan repayment for ALL of our team members.

CMH offers a robust benefits package that includes :

Robust Paid Time Off (PTO) program

Medical plan with enhanced Tier 1 benefits provided within the CMH system.

Dental plan

Vision plan

Health Savings Account (HSA)

Basic Life insurance at no cost

Supplemental Life insurance

Long-term disability insurance

401(k) or 403(b) retirement savings plans

Tuition IO partnership for student loan repayment assistance and tuition assistance

Family leave program for Parental Leaves

Comprehensive Wellness Program

Living in Central Maine :

While not at work, our team members enjoy the endless opportunities for entertainment that Maine has to offer. Outdoor enthusiasts can enjoy skiing, boating along the coast and hiking at a state or national park. Centrally located to several popular attractions, residents can embark on day trips to Boston, North Conway, New Hampshire and Boothbay Harbor. Maine is a wonderful place to raise a family, with safe communities and great public and private schools.

About Central Maine Healthcare :

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!

AT CENTRAL MAINE HEALTHCARE YOU ARE AT THE CENTER OF EVERYTHING WE DO

Our why, our purpose, drives every decision and action we take as a healthcare system. We strive everyday to deliver exceptional care, and to improve our community. We are a non-profit organization that is breaking the traditional healthcare mold by bringing our patients and their family’s high value, low cost, and award-winning care while focusing on creating an exceptional experience for them; all within their communities. To accomplish this, we only hire individuals who are committed to excellence, who embody the principles of our CMH Experience Service Standards, and who are ready to step in and help their fellow team members achieve those exceptional results for our patients, their families, and the community.

Central Maine Healthcare System

The organization is broad in its footprint, with three (3) hospitals in Bridgton, Lewiston, and Rumford, and over 75 individual practices within our Medical Group. Lewiston’s Central Maine Medical Center is a certified and award-winning level two trauma center, along with our Central Maine Heart and Vascular Institute and the upcoming highly anticipated launch of our comprehensive state of the art cancer treatment center. Both Bridgton and Rumford Hospitals are four (4) star accredited acute care hospitals, and our Medical Group and Maine Urgent Care Centers have won multiple awards within their specialties. As a system we are a six-time winner of the Leapfrog Safety A Rating since 2019, representing some of the highest quality care and outcomes nationwide. Our awards and accolades are only possible as a result of our commitment to culture, and a focus on safety and inclusion, in each of our patient’s experiences and in the experiences we create within our teams.

If you are a person who is looking for a way to give back to your community, to help improve the lives of patients or those who care for our patients, want to be part of a growing organization that is setting the bar for Maine healthcare, apply to join Central Maine Healthcare today!

Diversity and Equal Employment Opportunity

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.