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 Internal Medicine office!

This is a Full Time, benefits eligible position

This position pays $20.50 per hour!

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.
• Customer Service: Interacts with all individuals in a consistent manner, providing attention, support, and assistance to foster an environment of exceptional personal service.
  • Maintains a pleasant and helpful demeanor, and presents a professional appearance toward all internal and external customers at all times.
  • Consistently initiates interaction to provide assistance to individuals who may not be direct customers of the employee (i.e. asks patients who appear to be lost if they need assistance in finding their way).
  • Takes appropriate action to recover from a service difficulty, ensuring that the necessary action is taken to affect a resolution to the customer’s problem.
  • Conducts all work activities with respect for coworkers, including the maintenance of a pleasant and professional environment, fostering calmness during stressful situations.
  • Interacts with supervisory personnel in a professional, supportive and courteous manner, venting emotions appropriate to time and place.
  • Demonstrates a commitment to service by consistent attendance and punctuality, scheduling absences according to departmental requirements, and incurring unplanned absences only when unavoidable circumstances exist.

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!