Care Team Patient Services Representative

EMPLOYER: Martin's Point Health Care



Please note that all Martin’s Point Health Care employees must be fully vaccinated against COVID-19 as a condition of employment.

Position Summary

The Care Team Patient Services Representative works collaboratively with all members of the care team providing world class service to both the patients and staff of Martin’s Point.  Answers all Care Team Phone Calls within established quality metrics. Supports various other Care Teams by answering their phones (as necessary) to meet quality standards.  Responsible for Queue Management, including phone messaging, appointment cancellations and rescheduling. Screens, provides information on and directs calls to appropriate department or staff to expedite patient care.  Supports and facilitates communications related to labs, scripts, messaging, etc.  Performs Telephone Triage per established protocols. Assists with patient service related administrative tasks to ensure patient requests are met.

Job Description

Key Outcomes:

Handles all PSR Desktop Management activities.
Schedules, reschedules and cancels patient appointments.
Provides phone support to internal and external customers within established quality metrics.
Coordinates new patient management (distributes packets, maintains records, initial screenings, etc.).
Follows Standard Processes and Protocols related to clinical activities (med refills, order follow through/tracking lab reporting).
Responsible for lab results reporting as delegated.
Responds to patient requests via incoming phone call, portal or written request.
With clinical support, tracks and follows up patient issues.
Issues pre-appointment lab and health maintenance reminders.
Manages web portal, communications and patient related portal requests/questions.
Depending on practice organizational structure, may also handle referrals and serve as subject matter expert on referrals.
Completes barcoding/faxing documents to Athena (document management), ensuring timely and accurate document classification and filing of documents in patients health record.
Participates in process improvement activities.
Conduct patient check-in and check-out activities as appropriate.
Collects copays and outstanding balances.
Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes.
Reviews missing slips and creates claims to ensure appropriate billing.
At some sites will document and refill medications following the guidance given by Patient Knowledge Coupler (PKC).


HS Diploma or equivalent. 3+ years experience working in an administrative and/or customer service oriented environment. Experience in a medical environment with patient registration, billing, insurance processing or appointment scheduling preferred.

How to Apply:

Contact: Jordan Ouellette
Phone: (207) 253-6107