At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day. Position Summary: The Patient Service Representative and Scheduler (PSR/S) for CMHVI is responsible for accurate coordination and implementation of scheduling, registration, insurance verification, co-pay collection, telephone management, patient portal management and patient discharge ( check–out) process for various hospital departments and provider locations within CMHVI and partner organizations. The PSR/S schedules complex visits or procedures coordinating the appropriate resources needed for each patient. The scheduling can include coordination and collaboration with up to five different resources. The job responsibilities requires completing multiple tasks simultaneously. Responsible for accurate and complete patient accounts based on organization standards, policies and procedures, HIPAA , and compliance with regulatory agencies, to include but not limited to pre-registration and registration functions. Provide exceptional customer service to our Patients, Providers, and all Departments, specifically- Cardiothoracic Surgery, Vascular Surgery & Wound Care.Essential Duties:1) Projects a positive image of the department and organization as the first line of contact with patients regarding access to our services2) Interacts daily with patients regarding appointment scheduling, insurance verification, payment collection, medical necessity, etc., and follows established standards and reference guidelines by demonstrating the ability to assist patients, internal departments, and providers.3) Schedules complex procedures for all specialty services rotating to CT/Vascular office.4) Demonstrates the ability to accurately register patients for up to 10 different departments.5) Interprets scheduling questions and provides clarification by developing and maintaining a working knowledge of services offered.6) Demonstrates ability to assist patients/families with questions related to the organization and routes calls appropriately when necessary.7) Listens and responds to scheduling needs with the appropriate level of urgency.8) Develops and maintains rapport with insurance payers, outside agencies and other departments within the regional healthcare system.9) Updates patient registration and department schedules based on verified information from the patient/guarantor 10) Communicates with patients, times, required pre-procedure responsibilities. Implements plan for providing appropriate referrals, contacts and follow-up, including completion of necessary paperwork as required by each specialty.11) Provides information to patient for financial assistance, prior to services being rendered.12) Interacts with patients/families in a professional manner. Provides explanations regarding appointments, insurance coverage; ensures confidentiality of patient records.13) As patient discharges, reviews the encounter form for completeness and for provider instructions. Schedules follow up visits as instructed.14) Records appropriately detailed documentation on the patient account following each call 15) Maintains expert understanding and skill set with Cerner and other scheduling tools as needed. 16) Handles all inquiries regarding billing, scheduling, and referrals per departmental procedures and appropriately refers other inquires for proper intervention.17) Communicates clearly and accurately with the Supervisor.18) Follows through, in a timely manner, on all action steps requested by supervisor. 19) Meets stated performance standards for call duration, work time per call and call volume. 20) Provides coverage for other team members when necessary, reorganizes workflow as necessary to accomplish this.21) Assists with projects and other assignments when necessary, offering assistance when possible.22) Acts as a resource to the Central Scheduling team, when questions arise regarding referrals and diagnostic testing for all specialties rotating to outreach locations.Education and Experience: 1) High school diploma or equivalent2) Minimum of one year of work experience in directly communicating and providing service to patients or public; preferably in a healthcare related field 3) Minimum of two years relevant experience knowledge of scheduling, registration , and medical terminology preferred4) Understanding of various insurance plan requirements, government agencies, Medicare and Medicaid5) Demonstrated proficiency with data entry/keyboardingKnowledge, Skills and Abilities:1) Ability to engage patients and team members utilizing the CMH Experience Standards I. I am creating a warming, caring, and non-judgmental environmentII. I am actively listening and seeking informationIII. I am honest, truthful, and consistentIV. I am respectful, treating all individuals with dignity and empathyV. I am serving as a role model, taking both initiative and ownership when appropriateVI. I am working collaboratively and demonstrating teamwork2) Serve as the champion of the patient and team member experience by providing an A+ experience to every patient and team member, every day3) Excellent organizational and interpersonal communication skills 4) Ability to perform multiple tasks or activities simultaneously to provide an exceptional patient experience 5) Ability to prioritize and use critical thinking skills6) Effectively communicate with patients in a supportive and tactful manner7) Identify and apply effective service recovery opportunities8) Ability to remain calm in a busy or stressful situation9) Represent the organization in a positive manner, support and encourages strong morale within the team and maintain effective, professional relationships with others 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.
