Clinical Support - Patient Services Representative

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond.  As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community.  Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day.  Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.
 

Position Summary

Clinical Support Patient Service Representatives works collaboratively with all members of the care team providing world-class service to both the patients and staff of Martin’s Point. This is accomplished by working actively to enhance patient relationships and loyalty. CS/PSR staff will receive day-to-day clinical direction from the on-site Clinical Supervisors, Clinical Managers, other Clinical leadership or Director of Practice Operations.

Job Description

PRIMARY DUTIES AND RESPONSIBILITIES

Employees are expected to work consistently to demonstrate the mission, vision, and core values of the organization. 

• Facilitates patient-centered visit by ensuring proper screening, documentation, and/or testing has been completed.
• Ensures all consults and charts are scanned, downloaded and communicated in preparation for patient contact.
• With provider supervision, work in provider desktop, review and assist with quality metrics and targets.
• Coordinates and manages provider’s desktop activity (i.e., lab result reporting, phone calls, order entry, RX processing, prior authorizations, and outreach efforts) following standard processes and protocols in oversight of meeting provider and patient needs.
• Performs direct patient care services in accordance with clinical protocols in a patient-centered manner.
• Ensures provider schedule meets the needs of patients (visit and non-visit).
• Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes.
• Performs and documents necessary ancillary tests such as EKGs, PFTs, Peak Flow Rates, Rapid Strep, HCG’s, Glucose Checks, INR’s, covid, flu, A1c, and H. Pylori Testing.  May perform various waive lab tests as ordered by provider. Performs and documents lab specimen collection/processing, eye screening and audiology screening in accordance with current protocols and policies.
• Depending on level of licensure, may administer immunizations, allergy shots and medications in accordance with current
• protocols ensuring level and scope of practice standards.
• Ensures exam rooms are prepared for patient visits, including equipment operability, supply inventory, and cleanliness utilizing standard stocking procedures.
• Ensures patient care equipment operates in accordance with quality standards.
• Provides patient education in support of patient visit and ongoing care.
• Assists with orientation and training of new staff members.
• Maintains clinical/technical skills and knowledge through ongoing development and continuing education.
• Assists with minor office procedures including biopsies, excisions, and women’s health procedures.
• Schedules, Reschedules and cancels patient appointments
• Coordinates New Patents Management (distributes packets, maintains records, initial screenings, etc.)
• Responds to patient requests via incoming phone call, portal or written requests
• Issues pre-appointment lab and health maintenance reminds
• Manages web portal communications and patient related portal requests/questions
• Completes barcoding/faxing documents to athena (document management), ensuring timely and accurate document classification and filing of documents in patients health records.
• Conduct patient check-in and check-out activities as appropriate
• Collects copays and outstanding balances
• Give AWE/PE form
• End of day payment reconciliation
• Biddeford Barra Bucket
• Confirmations
• Requests records
• Reminders/ticklers
• Obtain external patient records:
  • Pre op
  • Post op
• PSR buckets:
  • PT cases
  • Appointments
  • Orders
  • Needs follow up

POSITION QUALIFICATIONS

There are additional competencies linked to individual contributor, provider, and leadership roles. Please consult with your leader to discuss additional competencies that are relevant to your position.

Education

• High School diploma or equivalent
• Completion of a two-year accredited Medical Assistant Program/associate’s degree is preferred.

Licensure/certification

• Must hold a current MA certification by AAMA, AMT, NHA or NCCT and retain active certification for duration of employment.
• Completion of Licensed Practical Nurse program and an active, unrestricted LPN license required.
• Basic Life Support (BLS) certification is required

Experience

• Related experience in a physician's office, medical setting or outpatient clinic required.

Abilities

• Demonstrates an understanding of and alignment with Martin’s Point Values.
• Identify necessary equipment and materials for patient visits
• Room patients in accordance with established protocol and visit purpose
• Obtain and record vital signs.
• Prepare and conduct EKGs, PFTs, eye and auditory screening, and ear lavage
• Complete CLIA waived lab testing
• Assist patient with peak flow
• Prepare patient health information via electronic records
• Schedule patient appointments
• Perform and document immunizations and injections
• Perform prescription refill per protocols
• Administer allergy shots; assess patient response (with or without provider direction depending on license) and document
• Venipuncture and Proper preparation of lab specimens
• Ability to function independently and professionally
• Basic knowledge of current healthcare benefits and managed care insurance plans, preferred
• Windows based computer skills; data entry and work processing ability
• Demonstrated telephone etiquette and positive interpersonal skills
• Ability to handle difficult conversations with patients and internal customers
• Ability to multitask among phone and face to face despite frequent interruptions
• Excellent organizational skills
• Ability to analyze and problem solve
• Detail oriented and excellent follow through skills
• Ability to work with a variety of customers ranging from patients, internal customers: medical staff and other departments, able to collaborate with peers
• Must be able to work flexible hours which may include weekends, evenings and holidays

This position is not eligible for immigration sponsorship.

We are an equal opportunity/affirmative action employer.

Martin's Point complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact jobinquiries@martinspoint.org

Do you have a question about careers at Martin’s Point Health Care? Contact us at: jobinquiries@martinspoint.org