Medical Office Coordinator

Northern Light Health Overview

We are seeking a highly skilled Patient Service Representative to join our team. This is an excellent opportunity for someone who is passionate about delivering exceptional patient care and wants to make a meaningful contribution to our organization.

As a Patient Service Representative, you will be responsible for performing a variety of daily office functions for our multi-physician hospital outpatient practice. You will serve as an ambassador of our organization, acting as the liaison between the practice and its patients, visitors, and guests. Your primary focus will be on providing exceptional customer service, responding to patient inquiries, and resolving issues in a timely and professional manner.

The ideal candidate will possess excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced environment. You will be responsible for maintaining accurate records, processing payments, and ensuring that all necessary documentation is completed. If you are a motivated and organized individual who is passionate about delivering exceptional patient care, we encourage you to apply for this exciting opportunity.

Job Responsibilities:

• Treats all patients and customers in polite, prompt, and helpful manner in keeping with Organization Values and Standards
• Active participant in regular huddles and team meetings to improve workflows and contribute to improving patient population outcomes
• Ability to maintain productivity and efficiency in workflow to accommodate the volume and acuity of the practice
• Demonstrates ability to handle difficult conversations with patients and internal customers
• Provides excellent customer service for incoming inquiries. Screens calls, documents detailed messages, and routes to the appropriate individual in a timely manner
• Schedules, reschedules, confirms, acknowledges, and cancels patient appointments, including surgical and ancillary services
• Monitors daily schedules, notifying manager or all team members of potential issues or access opportunities
• Collections co-pays/patient due balances
• General understanding of insurance plans, with a greater detailed knowledge of the most frequently seen insurance plans
• Utilizes insurance verification system and takes appropriate action based on eligibility response
• Obtains patient consents and signatures, schedules follow-up appointments when indicated
• Performs end-of-day reconciliation of payments, appointments, and validation
• Investigates and problem-solves insurance denials on a monthly basis to recover lost revenue and become aware of how to proactively submit clean claims
• Is patient-centric in interactions and decision-making
• Participates in the referral process as outlined by Medical Associates
• Initiates, receives, and/or processes insurance and services referrals in compliance with the patient's plan and in conjunction with the Medical Associates referrals protocol
• Proactive in identifying, reporting, and participating in the resolution of any potential or actual patient safety issues
• Processes health information requests in accordance with Organization and MMA policy
• Screens and invites patients to the electronic patient portal
• Displays cooperative behavior, interacts positively and effectively with others to promote a team environment
• Creates, maintains, and pulls patient charts, either physically or electronically, as outlined by the practice
• Acts as a backup for coworkers as needed
• Demonstrates and promotes the mission and values of the organization
• Ensures compliance with the hospital, state, and federal regulations
• Works in a way to uphold HIPAA standards, in compliance with the law

Other Information: Competencies and Skills required for the position include Behaves with Integrity and Builds Trust, Cultivates Respect, Effectively Communicates, Fosters Accountability, Practices Compassion, and Provides Patient-Centered Care.