Patient Service Rep II

Northern Light Mayo Hospital

Department: General Surgery Clinic

Position is located: Medical Office Bldg- Dover Foxcroft

Work Type: Full Time

Hours Per Week: 40.00

Work Schedule: 6:30 AM to 5:00 PM

Summary:

Acts as the primary contact with patients, as part of the healthcare team, either by telephone or in person, and maintains the office medical record files. Maintains and updates medical providers daily schedules in the computer. This position reports directly to the Office Coordinator.

Responsibilities :

• Takes and records messages when a staff member is unable to take the call personally. • Provides and assures prompt scanning and organization of all patient related data into the EMR for use by all internal users. • Processes the release of medical records to outside providers and obtains medical records from outside providers when needed. • Greets patients upon arrival. Assists new patients in completing questionnaires. • Promptly answers telephone calls in a courteous manner. Exercises considerable judgment and tact to ascertain the caller's needs. • Scans patient's medical records into electronic format utilizing established process. • Schedules appointments and/or follow-up visits. • Prepares forms as needed and insures patients' paper chart is properly updated or EHR record is current. • Receives laboratory and x-ray reports etc. and integrates materials into the respective chart after clinical staff review. • Correctly enters/updates insurance and demographic information while checking patients in. • Contacts specialty offices to obtain reports or retrieve from CPSI when necessary. • Obtains patient payments of deductibles, co-pays and previous balance amounts when possible. • Works as part of a team dedicated to maximizing office visits and assuring adequate access for the people we serve.

Other Information:

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 diversity, inclusion, empowerment and cooperation.
• Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
• Develops Self and Others:Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to ensure they are enhanced appropriately.
• Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.
• 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.
• Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.

Education

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

Working Conditions

• Potential exposure to diseases or infections.
• Work with computers, typing, reading or writing.
• Lifting, moving and loading 20 to 30 pounds.
• Prolonged periods of sitting.
• Prolonged periods of standing.