Patient Service Representative jobs at Northern Lights

Northern Light Eastern Maine Medical Center Department: Cancer Care - Brewer Lafayette Building Work Type: Full Time Hours Per Week: 40.00 Work Schedule: Variable The Patient Service Representative III is a supporting position and is responsible for a variety of activities related to patient in-take and care. The Patient Service Representative III will also support the Patient Service Representatives I and II as required and may be the first point of contact for patients entering the practice. It involves all of the responsibilities of the PSR II but with a higher level of competency and experience. Activities may include but are not limited to greeting and checking in patients, verifying and updating insurance information and confirming other patient information, scheduling patient appointments, answering phones, updating demographic information, processing referrals, payment collection and posting, charge entry, chart preparation, processing of payroll, tracking of time and attendance, tracking of quality metrics, daily charges, schedule management, patient panels, taking meeting notes, assist with patient complaints ordering office supplies, assisting with practice orientation and training of new staff and other duties as assigned with a minimum of support. The PSR III will also be able to coordinate all components of patient appointments to include tests, surgeries and procedures and may work closely with Central Scheduling. The PSR III will be expected to work with a fair amount of independence applying logic and judgement towards the resolution of practice challenges. The PSR III will serve as a role model of service and professionalism to all supporting staff. This role will provide help with mentoring new staff. Responsibilities: * Demonstrates effective and courteous customer, physician/practice staff and other hospital staff communication skills * Communicates in a way that conveys understanding and respect to a diverse patient and work population * Answers all calls promptly and courteously * Responds to and resolves issues promptly through effective communication * Uses appropriate chain of command * Feedback is provided in a constructive manner * Demonstrates problem solving skills by responding to and resolving issues promptly through effective communication skills * Maintains adaptability in work schedule to meet patient/departmental needs * Develops and maintains positive working relationships * Acts as a resource to coworkers * Confirms patient identity by using the full name * Participates in problem solving groups as requested * Gives instructions and directions in a clear, understandable manner * Handles patient/family situations that have been escalated to the PSR II in a calm, courteous and informed professional demeanor Attends all practice staff meetings * Greeting patients, having patient(s) sign appropriate forms/consents * Verifying and updating demographic/insurance information on all encounter forms and systems per protocol. Notifying registration of changes if applicable * Demonstrating mastery of appropriate practice software and registration tool protocols * Scheduling tests, procedures, referral appointments with scheduling center, agencies and/or other provider groups and forwarding order form and/or records to appropriate depart/office. Documenting information in Patient's chart. Processing insurance referral/prior authorization and document this per protocol * Retrieving and processing messages per protocol * May assist with orientating and training/cross-training of new and established employees as assigned * Has the knowledge and the ability to train support staff at all practice levels and for all practice functions, if appropriate * May provide coverage in other areas * Effectively covers other support positions (e.g. switchboard, insurance referrals, and scheduler), if appropriate * Provides excellent customer service for both internal and external customers * Responds to communications (phone calls, voice mails, e-mails and IMs) in a timely manner * Demonstrates mastery of and acts as a resource for all systems used in the front office, including scheduling and registration protocols, if appropriate * Takes ownership for determining customers†needs and offering assistance * Interacts with other Northern Light Health functions with confidence, courtesy and professionalism * Assists the practice manager in organizing, coordinating and implementing projects. * Collects and compiles statistical data to assist the practice manager as required * Schedules outpatient testing per orders/referral process, inputs appointment dates and times into patient EMR, if appropriate * Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from the practice manager * Is able to run staff meetings in the practice manager's absence * Acts as a designee for the safety officer for practice, to include all safety training, conducting safety related drills, documenting all safety procedures. The PSR III will also participate in disaster drills, demonstrate understanding of disaster plan in discussion drills and disaster situations. The PSR III will also perform duties as assigned to meet unusual, emergent and practice needs * 100% documented evidence of attendance of department staff meetings and/or reading/initializing the minutes * Performs other duties as assigned by practice leadership * Consistent and reliable attendance including communication and attempts to find coverage when issues prevent attendance * Reviews material submitted by Health Plans and Managed Care Organizations to gain full understanding of benefit coverage and precertification/authorization, if appropriate * Quality review procedures are followed to ensure accounts are brought to a timely and accurate resolution, if appropriate * Adheres to Northern Light Health Code of Conduct and follows all applicable compliance policies and regulations * Ability to prioritize and perform multiple duties, simultaneously * Ability to take ownership of work and follow up on responsibilities * Speaks, spells, and writes clearly, concisely and to the point * Consistently follows Patient Identification IDD by using two patient identifiers related to the registration process * Patient Identification Manager will be alerted if duplication medical record numbers are identified * Proper name format is consistently followed * Managed care organizations are correctly identified and selected as part of the registration process, if appropriate * Timely modifications of registrations are done in order to ensure billing of encounters. * Uses independent judgment when necessary, if appropriate * Assists Practice Manager with patient complaints related to billing invoices, if appropriate * Appropriately refers patients/staff with issues/concerns to the Practice Manager * Performs Service Recovery when necessary * Seeks ways to improve quality of services provided * Has 100% of iCare, employee updates and any other in-services meetings and training as assigned * Maintains documented evidence of continuing education * Participates in multidisciplinary problem-solving groups, in-service and departmental, practice and hospital meetings as requested; may participate as PM's proxy * Works safely and follows all safety policies; reports incidents or hazards immediately * Follows all hand hygiene protocols * Strong knowledge of departmental policies, procedures and work flows Finance * Insurance verification and precertification is performed prior to elective inpatient admission to ensure accounts are secured upon admission, if appropriate * Monitors overtime of staff and alerts supervisor, manager and employee of any overtime listed, if appropriate * For all other non-scheduled inpatients, insurance verification and precertification is performed within 24 hours of admission or by the end of the business day to perform due diligence on accounts that admitted the previous day, if appropriate * Names, dates, and times of conversations with businesses, insurances, managed care organizations, Utilization Review, and patients are documented, if appropriate * Insurance verification and precertification is performed on high dollar outpatient areas to ensure reimbursement, if appropriate * Understands the implication both clinically and financially of registration errors and the impact on the organization * Referral calls are made to PCP for Managed Care patients, if appropriate * Correct insurance is identified and selected when appropriate within the registration fields, if appropriate * Policy numbers are entered correctly into the registration fields, if appropriate * Ensures that referral authorization numbers are submitted to Patient Account Services in a timely manner and understands the implications if this is not done, if appropriate * Finishes work on time 95% of the time, avoiding overtime * Prepares billing sheets and codes invoices prior to sending to Accounts Payable, if appropriate * Collects payments (cash, co-payments, cash, checks and other forms of payment for services rendered; reconciles cash drawer/journal per organization policy; promptly secures/delivers the cash deposits in the designated organization safe or other designated area for transit to the Fiscal Services Department, if appropriate * Oversees daily revenue reports and charge reconciliation, if appropriate * Handles payroll in API and tracks time and attendance and reports to manager, if appropriate * Act in a cost-conscious manner and sets an example for others in use of office supplies * Promotes services at Northern Light Health * Meets continuing education requirements set forth by the practice * Seeks opportunities for enhancement of skills * Assists with answering questions and directing practice staff to appropriate resources * Attends 100% of employee updates. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Potential exposure to abusive and/or aggressive people. * Work with computers, typing, reading or writing. * Lifting, moving and loading 20 to 30 pounds. * Prolonged periods of sitting. * Prolonged periods of standing. * Prolonged periods of walking. EMMC, Bangor, Maine, Level 2 Trauma Center, hospital, Cancer Care, Lifeflight

Northern Light Mercy Hospital Department: Diabetes-Endocrinology Clinic Mercy Medical Office Building Work Type: Full Time Hours Per Week: 36.00 Work Schedule: Variable * Sign On Bonus for Eligible Candidates* This position is responsible for performing a variety of daily office functions for a multi-physician hospital outpatient practice. This person serves as an ambassador of the organization as they act as the liaison between the practice and its patients, visitors, and guests; the incumbent should consistently display a high level of customer service. The incumbent may have access to highly confidential patient, employee and/or Organizational proprietary information, and must handle and protect the information in accordance with hospital and system policies, HIPAA requirements and the highest level of ethical standards. The incumbent is responsible for reporting all security events, potential events, or other security risks to the organization. The incumbent is responsible for participation in and completion of all patient safety initiatives appropriate to the position, and conducts all job responsibilities according to the Mission and Values of the Hospital. Responsibilities: * Treats all patients and customers in polite, prompt and helpful manner in keeping with Organization Values and Standards * Active participant in regular huddles and team meetings to improve workflows and contribute to improving patient population outcomes. * Ability to maintain productivity and efficiency in work flow to accommodate the volume and acuity of the practice * Demonstrates ability to handle difficult conversations with patients and internal customers. * Registers all patient demographic and insurance information accurately at the time of appointment, and provides necessary forms for completion in accordance with all insurance regulations and practice policy. * Provides excellent customer service for incoming inquiries. Screens calls, documents detailed messages and routes to the appropriate individual in a timely manner * Schedules, reschedules, confirms, acknowledges, and cancels patient appointments including surgical and ancillary service * Monitors daily schedules, notifying manager or all team members of potential issues or access opportunities * Collects co pays/patient due balances * General understanding of insurance plans with a greater detailed knowledge of the most frequently seen insurance plans * Utilizes insurance verification system and takes appropriate action based on eligibility response * Obtains patient consents and signatures, schedules follow-up appointments when indicated. * Performs end of day reconciliation of payments, appointments and validation * Investigate and problem solve insurance denials on a monthly basis in order to recover lost revenue and to become aware of how to proactively submit clean claim * Is patient centric in interactions and in decision making * Participates in the referral process as outlined by Medical Associates * Initiates, receives, and/or processes insurance and services referrals in compliance with the patient's plan and in conjunction with the Medical Associates referrals protocol * Proactive in identifying, reporting and participating in the resolution of any potential or actual patient safety issues * Processes health information requests in accordance with Organization and MMA policy * Screens and invites patients to the electronic patient portal * Displays cooperative behavior. Interacts positively and effectively with others to promote a team environment * Creates, maintains, and pulls patient charts, either physically or electronically, as outlined by the practice. * Acts as a back-up for coworkers as needed * Demonstrates and promotes the mission and values of the organization * Ensures compliance with the hospital, state, and federal regulations * Works in a way to uphold HIPAA standards, in compliance with the law * Performs additional duties as required or assigned to maintain the overall efficiency and continuity of the facility. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Potential exposure to abusive and/or aggressive people. * Potential exposure to diseases or infections. * Potential exposure to noise levels being uncomfortable. * Potential exposure to noxious odors. * Potential exposure to very hot or cold temperatures. * Work with computers, typing, reading or writing. * Lifting, moving and loading 20 to 30 pounds. * Prolonged periods of sitting. Portland, Maine, Catholic, Sisters of Mercy, Level 2 NeoNatal Nursery

Northern Light Mercy Hospital Department: Orthopedic Clinic 20 Northbrook Drive Work Type: Full Time Hours Per Week: 40.00 Work Schedule: Variable * Sign On Bonus for Eligible Candidates* This position is responsible for performing a variety of daily office functions for a multi-physician hospital outpatient practice. This person serves as an ambassador of the organization as they act as the liaison between the practice and its patients, visitors, and guests; the incumbent should consistently display a high level of customer service. The incumbent may have access to highly confidential patient, employee and/or Organizational proprietary information, and must handle and protect the information in accordance with hospital and system policies, HIPAA requirements and the highest level of ethical standards. The incumbent is responsible for reporting all security events, potential events, or other security risks to the organization. The incumbent is responsible for participation in and completion of all patient safety initiatives appropriate to the position, and conducts all job responsibilities according to the Mission and Values of the Hospital. Responsibilities: * Treats all patients and customers in polite, prompt and helpful manner in keeping with Organization Values and Standards * Active participant in regular huddles and team meetings to improve workflows and contribute to improving patient population outcomes. * Ability to maintain productivity and efficiency in work flow to accommodate the volume and acuity of the practice * Demonstrates ability to handle difficult conversations with patients and internal customers. * Registers all patient demographic and insurance information accurately at the time of appointment, and provides necessary forms for completion in accordance with all insurance regulations and practice policy. * Provides excellent customer service for incoming inquiries. Screens calls, documents detailed messages and routes to the appropriate individual in a timely manner * Schedules, reschedules, confirms, acknowledges, and cancels patient appointments including surgical and ancillary service * Monitors daily schedules, notifying manager or all team members of potential issues or access opportunities * Collects co pays/patient due balances * General understanding of insurance plans with a greater detailed knowledge of the most frequently seen insurance plans * Utilizes insurance verification system and takes appropriate action based on eligibility response * Obtains patient consents and signatures, schedules follow-up appointments when indicated. * Performs end of day reconciliation of payments, appointments and validation * Investigate and problem solve insurance denials on a monthly basis in order to recover lost revenue and to become aware of how to proactively submit clean claim * Is patient centric in interactions and in decision making * Participates in the referral process as outlined by Medical Associates * Initiates, receives, and/or processes insurance and services referrals in compliance with the patient's plan and in conjunction with the Medical Associates referrals protocol * Proactive in identifying, reporting and participating in the resolution of any potential or actual patient safety issues * Processes health information requests in accordance with Organization and MMA policy * Screens and invites patients to the electronic patient portal * Displays cooperative behavior. Interacts positively and effectively with others to promote a team environment * Creates, maintains, and pulls patient charts, either physically or electronically, as outlined by the practice. * Acts as a back-up for coworkers as needed * Demonstrates and promotes the mission and values of the organization * Ensures compliance with the hospital, state, and federal regulations * Works in a way to uphold HIPAA standards, in compliance with the law * Performs additional duties as required or assigned to maintain the overall efficiency and continuity of the facility. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Potential exposure to abusive and/or aggressive people. * Potential exposure to diseases or infections. * Potential exposure to noise levels being uncomfortable. * Potential exposure to noxious odors. * Potential exposure to very hot or cold temperatures. * Work with computers, typing, reading or writing. * Lifting, moving and loading 20 to 30 pounds. * Prolonged periods of sitting. Portland, Maine, Catholic, Sisters of Mercy, Level 2 NeoNatal Nursery

Northern Light Eastern Maine Medical Center Department: Surgical Weight Loss Clinic NL Surgical Weight Loss Work Type: Full Time Hours Per Week: 40.00 Work Schedule: Variable The Patient Service Representative III is a supporting position and is responsible for a variety of activities related to patient in-take and care. The Patient Service Representative III will also support the Patient Service Representatives I and II as required and may be the first point of contact for patients entering the practice. It involves all of the responsibilities of the PSR II but with a higher level of competency and experience. Activities may include but are not limited to greeting and checking in patients, verifying and updating insurance information and confirming other patient information, scheduling patient appointments, answering phones, updating demographic information, processing referrals, payment collection and posting, charge entry, chart preparation, processing of payroll, tracking of time and attendance, tracking of quality metrics, daily charges, schedule management, patient panels, taking meeting notes, assist with patient complaints ordering office supplies, assisting with practice orientation and training of new staff and other duties as assigned with a minimum of support. The PSR III will also be able to coordinate all components of patient appointments to include tests, surgeries and procedures and may work closely with Central Scheduling. The PSR III will be expected to work with a fair amount of independence applying logic and judgement towards the resolution of practice challenges. The PSR III will serve as a role model of service and professionalism to all supporting staff. This role will provide help with mentoring new staff. Responsibilities: * Communicates Effectively * Demonstrates effective and courteous Customer, Physician/Practice Staff and other hospital staff communication skills * Communicates in a way that conveys understanding and respect to a diverse patient and work population * Answers all calls promptly and courteously * Responds to and resolves issues promptly through effective communication * Uses appropriate chain of command * Feedback is provided in a constructive manner * Demonstrates problem solving skills by responding to and resolving issues promptly through effective communication skills * Maintains adaptability in work schedule to meet patient/departmental needs * Develops and maintains positive working relationships * Acts as a resource to coworkers * Confirms patient identity by using the full name * Participates in problem solving groups as requested * Gives instructions and directions in a clear, understandable manner * Handles patient/family situations that have been escalated to the PSR II in a calm, courteous and informed professional demeanor * Attends all practice staff meetings * Greeting patients, having patient(s) sign appropriate forms/consents * Verifying and updating demographic/insurance information on all encounter forms and systems per protocol. Notifying registration of changes if applicable * Demonstrating mastery of appropriate practice software and registration tool protocols * Scheduling tests, procedures, referral appointments with scheduling center, agencies and/or other provider groups and forwarding order form and/or records to appropriate depart/office. Documenting information in Patient's chart. Processing insurance referral/prior authorization and document this per protocol * Retrieving and processing messages per protocol * May assist with orientating and training/cross-training of new and established employees as assigned * Has the knowledge and the ability to train support staff at all practice levels and for all practice functions, if appropriate * May provide coverage in other areas * Effectively covers other support positions (e.g. switchboard, insurance referrals, and scheduler), if appropriate * Provides excellent customer service for both internal and external customers * Responds to communications (phone calls, voice mails, e-mails and IMs) in a timely manner * Demonstrates mastery of and acts as a resource for all systems used in the front office, including scheduling and registration protocols, if appropriate * Takes ownership for determining customers' needs and offering assistance * Interacts with other Northern Light Health functions with confidence, courtesy and professionalism * Assists the practice manager in organizing, coordinating and implementing projects. * Collects and compiles statistical data to assist the practice manager as required * Schedules outpatient testing per orders/referral process, inputs appointment dates and times into patient EMR, if appropriate * Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from the practice manager * Is able to run staff meetings in the practice manager's absence * Acts as a designee for the safety officer for practice, to include all safety training, conducting safety related drills, documenting all safety procedures. The PSR III will also participate in disaster drills, demonstrate understanding of disaster plan in discussion drills and disaster situations. The PSR III will also perform duties as assigned to meet unusual, emergent and practice needs * 100% documented evidence of attendance of department staff meetings and/or reading/initializing the minutes * Performs other duties as assigned by practice leadership * Consistent and reliable attendance including communication and attempts to find coverage when issues prevent attendance * Reviews material submitted by Health Plans and Managed Care Organizations to gain full understanding of benefit coverage and precertification/authorization, if appropriate * Quality review procedures are followed to ensure accounts are brought to a timely and accurate resolution, if appropriate * Adheres to Organization Code of Conduct and follows all applicable compliance policies and regulations * Ability to prioritize and perform multiple duties, simultaneously * Ability to take ownership of work and follow up on responsibilities * Speaks, spells, and writes clearly, concisely and to the point * Consistently follows Patient Identification IDD by using two patient identifiers related to the registration process * Patient Identification Manager will be alerted if duplication medical record numbers are identified * Proper name format is consistently followed * Managed care organizations are correctly identified and selected as part of the registration process, if appropriate * Timely modifications of registrations are done in order to ensure billing of encounters. * Uses independent judgment when necessary, if appropriate * Assists Practice Manager with patient complaints related to billing invoices, if appropriate * Appropriately refers patients/staff with issues/concerns to the Practice Manager * Performs Service Recovery when necessary * Seeks ways to improve quality of services provided * Has 100% of iCare, employee updates and any other in-services meetings and training as assigned * Maintains documented evidence of continuing education * Participates in multidisciplinary problem-solving groups, in-service and departmental, practice and hospital meetings as requested; may participate as PM's proxy * Works safely and follows all safety policies; reports incidents or hazards immediately * Follows all hand hygiene protocols * Strong knowledge of departmental policies, procedures and work flows * Insurance verification and precertification is performed prior to elective inpatient admission to ensure accounts are secured upon admission, if appropriate * Monitors overtime of staff and alerts supervisor, manager and employee of any overtime listed, if appropriate * For all other non-scheduled inpatients, insurance verification and precertification is performed within 24 hours of admission or by the end of the business day to perform due diligence on accounts that admitted the previous day, if appropriate * Names, dates, and times of conversations with businesses, insurances, managed care organizations, Utilization Review, and patients are documented, if appropriate * Insurance verification and precertification is performed on high dollar outpatient areas to ensure reimbursement, if appropriate * Understands the implication both clinically and financially of registration errors and the impact on the organization * Referral calls are made to PCP for Managed Care patients, if appropriate * Correct insurance is identified and selected when appropriate within the registration fields, if appropriate * Policy numbers are entered correctly into the registration fields, if appropriate * Ensures that referral authorization numbers are submitted to Patient Account Services in a timely manner and understands the implications if this is not done, if appropriate * Finishes work on time 95% of the time, avoiding overtime * Prepares billing sheets and codes invoices prior to sending to Accounts Payable, if appropriate * Collects payments (cash, co-payments, cash, checks and other forms of payment for services rendered; reconciles cash drawer/journal per Organization policy; promptly secures/delivers the cash deposits in the designated safe or other designated area for transit to the Fiscal Services Department, if appropriate * Oversees daily revenue reports and charge reconciliation, if appropriate * Handles payroll in API and tracks time and attendance and reports to manager, if appropriate * Act in a cost-conscious manner and sets an example for others in use of office supplies * Promotes services at Northern Light Health * Meets continuing education requirements set forth by the practice * Seeks opportunities for enhancement of skills * Assists with answering questions and directing practice staff to appropriate resources * Attends 100% of employee updates. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Potential exposure to abusive and/or aggressive people. * Work with computers, typing, reading or writing. * Lifting, moving and loading 20 to 30 pounds. * Prolonged periods of sitting. * Prolonged periods of standing. * Prolonged periods of walking. EMMC, Bangor, Maine, Level 2 Trauma Center, hospital, Cancer Care, Lifeflight

Northern Light Eastern Maine Medical Center Department: Primary Care - EMMC 925 Union Street Work Type: Full Time Hours Per Week: 36 Work Schedule: Variable The Patient Service Representative III is a supporting position and is responsible for a variety of activities related to patient in-take and care. The Patient Service Representative III will also support the Patient Service Representatives I and II as required and may be the first point of contact for patients entering the practice. It involves all of the responsibilities of the PSR II but with a higher level of competency and experience. Activities may include but are not limited to greeting and checking in patients, verifying and updating insurance information and confirming other patient information, scheduling patient appointments, answering phones, updating demographic information, processing referrals, payment collection and posting, charge entry, chart preparation, processing of payroll, tracking of time and attendance, tracking of quality metrics, daily charges, schedule management, patient panels, taking meeting notes, assist with patient complaints ordering office supplies, assisting with practice orientation and training of new staff and other duties as assigned with a minimum of support. The PSR III will also be able to coordinate all components of patient appointments to include tests, surgeries and procedures and may work closely with Central Scheduling. The PSR III will be expected to work with a fair amount of independence applying logic and judgement towards the resolution of practice challenges. The PSR III will serve as a role model of service and professionalism to all supporting staff. This role will provide help with mentoring new staff. Responsibilities: * Communicates Effectively * Demonstrates effective and courteous Customer, Physician/Practice Staff and other hospital staff communication skills * Communicates in a way that conveys understanding and respect to a diverse patient and work population * Answers all calls promptly and courteously * Responds to and resolves issues promptly through effective communication * Uses appropriate chain of command * Feedback is provided in a constructive manner * Demonstrates problem solving skills by responding to and resolving issues promptly through effective communication skills * Maintains adaptability in work schedule to meet patient/departmental needs * Develops and maintains positive working relationships * Acts as a resource to coworkers * Confirms patient identity by using the full name * Participates in problem solving groups as requested * Gives instructions and directions in a clear, understandable manner * Handles patient/family situations that have been escalated to the PSR II in a calm, courteous and informed professional demeanor * Attends all practice staff meetings * Greeting patients, having patient(s) sign appropriate forms/consents * Verifying and updating demographic/insurance information on all encounter forms and systems per protocol. Notifying registration of changes if applicable * Demonstrating mastery of appropriate practice software and registration tool protocols * Scheduling tests, procedures, referral appointments with scheduling center, agencies and/or other provider groups and forwarding order form and/or records to appropriate depart/office. Documenting information in Patient's chart. Processing insurance referral/prior authorization and document this per protocol * Retrieving and processing messages per protocol * May assist with orientating and training/cross-training of new and established employees as assigned * Has the knowledge and the ability to train support staff at all practice levels and for all practice functions, if appropriate * May provide coverage in other areas * Effectively covers other support positions (e.g. switchboard, insurance referrals, and scheduler), if appropriate * Provides excellent customer service for both internal and external customers * Responds to communications (phone calls, voice mails, e-mails and IMs) in a timely manner * Demonstrates mastery of and acts as a resource for all systems used in the front office, including scheduling and registration protocols, if appropriate * Takes ownership for determining customers' needs and offering assistance * Interacts with other Northern Light Health functions with confidence, courtesy and professionalism * Assists the practice manager in organizing, coordinating and implementing projects. * Collects and compiles statistical data to assist the practice manager as required * Schedules outpatient testing per orders/referral process, inputs appointment dates and times into patient EMR, if appropriate * Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from the practice manager * Is able to run staff meetings in the practice manager's absence * Acts as a designee for the safety officer for practice, to include all safety training, conducting safety related drills, documenting all safety procedures. The PSR III will also participate in disaster drills, demonstrate understanding of disaster plan in discussion drills and disaster situations. The PSR III will also perform duties as assigned to meet unusual, emergent and practice needs * 100% documented evidence of attendance of department staff meetings and/or reading/initializing the minutes * Performs other duties as assigned by practice leadership * Consistent and reliable attendance including communication and attempts to find coverage when issues prevent attendance * Reviews material submitted by Health Plans and Managed Care Organizations to gain full understanding of benefit coverage and precertification/authorization, if appropriate * Quality review procedures are followed to ensure accounts are brought to a timely and accurate resolution, if appropriate * Adheres to Organization Code of Conduct and follows all applicable compliance policies and regulations * Ability to prioritize and perform multiple duties, simultaneously * Ability to take ownership of work and follow up on responsibilities * Speaks, spells, and writes clearly, concisely and to the point * Consistently follows Patient Identification IDD by using two patient identifiers related to the registration process * Patient Identification Manager will be alerted if duplication medical record numbers are identified * Proper name format is consistently followed * Managed care organizations are correctly identified and selected as part of the registration process, if appropriate * Timely modifications of registrations are done in order to ensure billing of encounters. * Uses independent judgment when necessary, if appropriate * Assists Practice Manager with patient complaints related to billing invoices, if appropriate * Appropriately refers patients/staff with issues/concerns to the Practice Manager * Performs Service Recovery when necessary * Seeks ways to improve quality of services provided * Has 100% of iCare, employee updates and any other in-services meetings and training as assigned * Maintains documented evidence of continuing education * Participates in multidisciplinary problem-solving groups, in-service and departmental, practice and hospital meetings as requested; may participate as PM's proxy * Works safely and follows all safety policies; reports incidents or hazards immediately * Follows all hand hygiene protocols * Strong knowledge of departmental policies, procedures and work flows * Insurance verification and precertification is performed prior to elective inpatient admission to ensure accounts are secured upon admission, if appropriate * Monitors overtime of staff and alerts supervisor, manager and employee of any overtime listed, if appropriate * For all other non-scheduled inpatients, insurance verification and precertification is performed within 24 hours of admission or by the end of the business day to perform due diligence on accounts that admitted the previous day, if appropriate * Names, dates, and times of conversations with businesses, insurances, managed care organizations, Utilization Review, and patients are documented, if appropriate * Insurance verification and precertification is performed on high dollar outpatient areas to ensure reimbursement, if appropriate * Understands the implication both clinically and financially of registration errors and the impact on the organization * Referral calls are made to PCP for Managed Care patients, if appropriate * Correct insurance is identified and selected when appropriate within the registration fields, if appropriate * Policy numbers are entered correctly into the registration fields, if appropriate * Ensures that referral authorization numbers are submitted to Patient Account Services in a timely manner and understands the implications if this is not done, if appropriate * Finishes work on time 95% of the time, avoiding overtime * Prepares billing sheets and codes invoices prior to sending to Accounts Payable, if appropriate * Collects payments (cash, co-payments, cash, checks and other forms of payment for services rendered; reconciles cash drawer/journal per Organization policy; promptly secures/delivers the cash deposits in the designated safe or other designated area for transit to the Fiscal Services Department, if appropriate * Oversees daily revenue reports and charge reconciliation, if appropriate * Handles payroll in API and tracks time and attendance and reports to manager, if appropriate * Act in a cost-conscious manner and sets an example for others in use of office supplies * Promotes services at Northern Light Health * Meets continuing education requirements set forth by the practice * Seeks opportunities for enhancement of skills * Assists with answering questions and directing practice staff to appropriate resources * Attends 100% of employee updates. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Need to drive to perform responsible duties. * Lifting, moving and loading less than 20 pounds. * Prolonged periods of sitting. EMMC, Bangor, Maine, Level 2 Trauma Center, hospital, Cancer Care, Lifeflight

Northern Light Eastern Maine Medical Center Department: Plastic & Hand Surgery Clinic Northern Light Eastern Maine Medical Center Work Type: Full Time Hours Per Week: 40.00 Work Schedule: 8:00 AM to 4:30 PM The Patient Service Representative III is a supporting position and is responsible for a variety of activities related to patient in-take and care. The Patient Service Representative III will also support the Patient Service Representatives I and II as required and may be the first point of contact for patients entering the practice. It involves all of the responsibilities of the PSR II but with a higher level of competency and experience. Activities may include but are not limited to greeting and checking in patients, verifying and updating insurance information and confirming other patient information, scheduling patient appointments, answering phones, updating demographic information, processing referrals, payment collection and posting, charge entry, chart preparation, processing of payroll, tracking of time and attendance, tracking of quality metrics, daily charges, schedule management, patient panels, taking meeting notes, assist with patient complaints ordering office supplies, assisting with practice orientation and training of new staff and other duties as assigned with a minimum of support. The PSR III will also be able to coordinate all components of patient appointments to include tests, surgeries and procedures and may work closely with Central Scheduling. The PSR III will be expected to work with a fair amount of independence applying logic and judgement towards the resolution of practice challenges. The PSR III will serve as a role model of service and professionalism to all supporting staff. This role will provide help with mentoring new staff. Responsibilities: * Communicates Effectively * Demonstrates effective and courteous Customer, Physician/Practice Staff and other hospital staff communication skills * Communicates in a way that conveys understanding and respect to a diverse patient and work population * Answers all calls promptly and courteously * Responds to and resolves issues promptly through effective communication * Uses appropriate chain of command * Feedback is provided in a constructive manner * Demonstrates problem solving skills by responding to and resolving issues promptly through effective communication skills * Maintains adaptability in work schedule to meet patient/departmental needs * Develops and maintains positive working relationships * Acts as a resource to coworkers * Confirms patient identity by using the full name * Participates in problem solving groups as requested * Gives instructions and directions in a clear, understandable manner * Handles patient/family situations that have been escalated to the PSR II in a calm, courteous and informed professional demeanor * Attends all practice staff meetings * Greeting patients, having patient(s) sign appropriate forms/consents * Verifying and updating demographic/insurance information on all encounter forms and systems per protocol. Notifying registration of changes if applicable * Demonstrating mastery of appropriate practice software and registration tool protocols * Scheduling tests, procedures, referral appointments with scheduling center, agencies and/or other provider groups and forwarding order form and/or records to appropriate depart/office. Documenting information in Patient's chart. Processing insurance referral/prior authorization and document this per protocol * Retrieving and processing messages per protocol * May assist with orientating and training/cross-training of new and established employees as assigned * Has the knowledge and the ability to train support staff at all practice levels and for all practice functions, if appropriate * May provide coverage in other areas * Effectively covers other support positions (e.g. switchboard, insurance referrals, and scheduler), if appropriate * Provides excellent customer service for both internal and external customers * Responds to communications (phone calls, voice mails, e-mails and IMs) in a timely manner * Demonstrates mastery of and acts as a resource for all systems used in the front office, including scheduling and registration protocols, if appropriate * Takes ownership for determining customers' needs and offering assistance * Interacts with other Northern Light Health functions with confidence, courtesy and professionalism * Assists the practice manager in organizing, coordinating and implementing projects. * Collects and compiles statistical data to assist the practice manager as required * Schedules outpatient testing per orders/referral process, inputs appointment dates and times into patient EMR, if appropriate * Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from the practice manager * Is able to run staff meetings in the practice manager's absence * Acts as a designee for the safety officer for practice, to include all safety training, conducting safety related drills, documenting all safety procedures. The PSR III will also participate in disaster drills, demonstrate understanding of disaster plan in discussion drills and disaster situations. The PSR III will also perform duties as assigned to meet unusual, emergent and practice needs * 100% documented evidence of attendance of department staff meetings and/or reading/initializing the minutes * Performs other duties as assigned by practice leadership * Consistent and reliable attendance including communication and attempts to find coverage when issues prevent attendance * Reviews material submitted by Health Plans and Managed Care Organizations to gain full understanding of benefit coverage and precertification/authorization, if appropriate * Quality review procedures are followed to ensure accounts are brought to a timely and accurate resolution, if appropriate * Adheres to Organization Code of Conduct and follows all applicable compliance policies and regulations * Ability to prioritize and perform multiple duties, simultaneously * Ability to take ownership of work and follow up on responsibilities * Speaks, spells, and writes clearly, concisely and to the point * Consistently follows Patient Identification IDD by using two patient identifiers related to the registration process * Patient Identification Manager will be alerted if duplication medical record numbers are identified * Proper name format is consistently followed * Managed care organizations are correctly identified and selected as part of the registration process, if appropriate * Timely modifications of registrations are done in order to ensure billing of encounters. * Uses independent judgment when necessary, if appropriate * Assists Practice Manager with patient complaints related to billing invoices, if appropriate * Appropriately refers patients/staff with issues/concerns to the Practice Manager * Performs Service Recovery when necessary * Seeks ways to improve quality of services provided * Has 100% of iCare, employee updates and any other in-services meetings and training as assigned * Maintains documented evidence of continuing education * Participates in multidisciplinary problem-solving groups, in-service and departmental, practice and hospital meetings as requested; may participate as PM's proxy * Works safely and follows all safety policies; reports incidents or hazards immediately * Follows all hand hygiene protocols * Strong knowledge of departmental policies, procedures and work flows * Insurance verification and precertification is performed prior to elective inpatient admission to ensure accounts are secured upon admission, if appropriate * Monitors overtime of staff and alerts supervisor, manager and employee of any overtime listed, if appropriate * For all other non-scheduled inpatients, insurance verification and precertification is performed within 24 hours of admission or by the end of the business day to perform due diligence on accounts that admitted the previous day, if appropriate * Names, dates, and times of conversations with businesses, insurances, managed care organizations, Utilization Review, and patients are documented, if appropriate * Insurance verification and precertification is performed on high dollar outpatient areas to ensure reimbursement, if appropriate * Understands the implication both clinically and financially of registration errors and the impact on the organization * Referral calls are made to PCP for Managed Care patients, if appropriate * Correct insurance is identified and selected when appropriate within the registration fields, if appropriate * Policy numbers are entered correctly into the registration fields, if appropriate * Ensures that referral authorization numbers are submitted to Patient Account Services in a timely manner and understands the implications if this is not done, if appropriate * Finishes work on time 95% of the time, avoiding overtime * Prepares billing sheets and codes invoices prior to sending to Accounts Payable, if appropriate * Collects payments (cash, co-payments, cash, checks and other forms of payment for services rendered; reconciles cash drawer/journal per Organization policy; promptly secures/delivers the cash deposits in the designated safe or other designated area for transit to the Fiscal Services Department, if appropriate * Oversees daily revenue reports and charge reconciliation, if appropriate * Handles payroll in API and tracks time and attendance and reports to manager, if appropriate * Act in a cost-conscious manner and sets an example for others in use of office supplies * Promotes services at Northern Light Health * Meets continuing education requirements set forth by the practice * Seeks opportunities for enhancement of skills * Assists with answering questions and directing practice staff to appropriate resources * Attends 100% of employee updates. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Need to drive to perform responsible duties. * Lifting, moving and loading less than 20 pounds. * Prolonged periods of sitting. EMMC, Bangor, Maine, Level 2 Trauma Center, hospital, Cancer Care, Lifeflight

Northern Light Eastern Maine Medical Center Department: Primary Care - EMMC 925 Union Street Work Type: Full Time Hours Per Week: 40.00 Work Schedule: 8:30 AM to 5:00 PM The Patient Service Representative II is an advanced support position and is responsible for a variety of activities related to patient in-take and care. The Patient Services Representative II is generally the first point of contact for patients entering the practice. It involves all of the responsibilities of the PSR I but with a higher level of competency and experience. Activities may include but are not limited to greeting and checking in patients, verifying and updating insurance information and confirming other patient information, scheduling patient appointments, answering phones, updating demographic information, processing referrals, payment collection and posting, charge entry, chart preparation and other duties as assigned with a minimum of support. The PSR may work with a fair amount of independence and serve as a resource to the PSR I. Responsibilities: * Demonstrates effective and courteous Customer, Physician/Practice Staff and other hospital staff communication skills. * Communicates in a way that conveys understanding and respect to a diverse patient and work population. * Answers all calls promptly and courteously. * Responds to and resolves issues promptly through effective communication. * Uses appropriate chain of command. * Feedback is provided in a constructive manner. * Demonstrates problem solving skills by responding to and resolving issues promptly through effective communication skills. * Maintains adaptability in work schedule to meet patient/departmental needs. * Develops and maintains positive working relationships. * Acts as a resource to coworkers. * Confirms patient identity by using the full name. * Participates in problem solving groups as requested. * Gives instructions and directions in a clear, understandable manner. * Handles patient/family situations that have been escalated to the PSR II in a calm, courteous and informed professional demeanor. * Greeting patients, having patient(s) sign appropriate forms/consents. * Verifying and updating demographic/insurance information on all encounter forms and systems per protocol. * Notifying registration of changes if applicable. * Demonstrating mastery of appropriate practice software and registration tool protocols. * Scheduling tests, procedures, referral appointments with scheduling center, agencies and/or other provider groups and forwarding order form and/or records to appropriate depart/office and documenting information in patient's chart. Processing insurance referral/prior authorization and document this per protocol. * Retrieving and processing messages per protocol. * May assist with orientating and training/cross-training of new and established employees as assigned. * May provide coverage in other areas. * Effectively covers other support positions (e.g. switchboard, insurance referrals, scheduler), if appropriate * Takes ownership for determining customers needs and offers assistance. * Interacts with other Organization functions with confidence, courtesy and professionalism. * Assists the practice manager in organizing, coordinating and implementing projects. * Collects and compiles statistical data to assist the practice manager as required. * Schedules outpatient testing per orders/referral process, inputs appointment dates and times into patient EMR, if appropriate * Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from the practice manager. * Performs other duties as assigned by practice leadership. * Able to cover most front office positions, if appropriate. * 100% documented evidence of attendance of department staff meetings and/or reading/initializing the minutes. * Reviews material submitted by Health Plans and Managed Care Organizations to gain full understanding of benefit coverage and precertification/authorization, if appropriate. * Quality review procedures are followed to ensure accounts are brought to a timely and accurate resolution, if appropriate. * Ability to prioritize and perform multiple duties, simultaneously. * Ability to take ownership of work and follow up on responsibilities. * Speaks, spells, and writes clearly, concisely and to the point. * Consistently follows Patient Identification IDD by using two patient identifiers related to the registration process. * Patient Identification Manager will be alerted if duplication medical record numbers are identified. * Proper name format is consistently followed. * Managed care organizations are correctly identified and selected as part of the registration process, if appropriate. * Timely modifications of registrations are done in order to ensure billing of encounters. * Uses independent judgment, when necessary, if appropriate * Assists Practice Manager with patient complaints related to billing invoices, if appropriate. * Appropriately refers patients/staff with issues/concerns to the Practice Manager. * Performs Service Recovery when necessary. * Has 100% of iCare, employee updates and any other in-services meetings and training as assigned. * Maintains documented evidence of continuing education. * Works safely and follows all safety policies, reports incidents or hazards immediately. * Follows all hand hygiene protocols. * Strong knowledge of departmental policies, procedures and workflows * Insurance verification and precertification is performed prior to elective inpatient admission to ensure accounts are secured upon admission, if appropriate. * For all other non-scheduled inpatients, insurance verification and precertification is performed within 24 hours of admission or by the end of the business day to perform due diligence on accounts that admitted the previous day, if appropriate. * Names, dates, and times of conversations with businesses, insurances, managed care organizations, Utilization Review, and patients are documented, if appropriate. * Insurance verification and precertification is performed on high dollar outpatient areas to ensure reimbursement, if appropriate. * Understands the implication both clinically and financially of registration errors and the impact on the organization, if appropriate. * Referral calls are made to PCP for Managed Care patients, if appropriate. * Correct insurance is identified and selected when appropriate within the registration fields. * Policy numbers are entered correctly into the registration fields, if appropriate. * Ensures that referral authorization numbers are submitted to Patient Account Services in a timely manner and understands the implications if this is not done, if appropriate. * Finishes work on time 95% of the time, avoiding overtime. * Prepares billing sheets and codes invoices prior to sending to Accounts Payable, if appropriate. * Collects payments (cash, co-payments, cash, checks and other forms of payment for services rendered; reconciles cash drawer/journal per Organization policy; promptly secures/delivers the cash deposits in the designated safe or other designated area for transit to the Fiscal Services Department, if appropriate. * Oversees daily revenue reports and charge reconciliation, if appropriate. * Promotes services at Northern Light Health. * Meets continuing education requirements set forth by the practice. * Seeks opportunities for enhancement of skills. * Assists with answering questions and directing practice staff to appropriate resources. * Attends 100% of employee updates. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Potential exposure to abusive and/or aggressive people. * Work with computers, typing, reading or writing. * Lifting, moving and loading 20 to 30 pounds. * Prolonged periods of sitting. * Prolonged periods of standing. * Prolonged periods of walking. EMMC, Bangor, Maine, Level 2 Trauma Center, hospital, Cancer Care, Lifeflight

Northern Light Eastern Maine Medical Center Department: Gen Surg Clinic - NE Surg ME Riverside Work Type: Full Time Hours Per Week: 40.00 Work Schedule: 8:30 AM to 5:00 PM The Patient Service Representative II is an advanced support position and is responsible for a variety of activities related to patient in-take and care. The Patient Services Representative II is generally the first point of contact for patients entering the practice. It involves all of the responsibilities of the PSR I but with a higher level of competency and experience. Activities may include but are not limited to greeting and checking in patients, verifying and updating insurance information and confirming other patient information, scheduling patient appointments, answering phones, updating demographic information, processing referrals, payment collection and posting, charge entry, chart preparation and other duties as assigned with a minimum of support. The PSR may work with a fair amount of independence and serve as a resource to the PSR I. Responsibilities: * Demonstrates effective and courteous Customer, Physician/Practice Staff and other hospital staff communication skills. * Communicates in a way that conveys understanding and respect to a diverse patient and work population. * Answers all calls promptly and courteously. * Responds to and resolves issues promptly through effective communication. * Uses appropriate chain of command. * Feedback is provided in a constructive manner. * Demonstrates problem solving skills by responding to and resolving issues promptly through effective communication skills. * Maintains adaptability in work schedule to meet patient/departmental needs. * Develops and maintains positive working relationships. * Acts as a resource to coworkers. * Confirms patient identity by using the full name. * Participates in problem solving groups as requested. * Gives instructions and directions in a clear, understandable manner. * Handles patient/family situations that have been escalated to the PSR II in a calm, courteous and informed professional demeanor. * Greeting patients, having patient(s) sign appropriate forms/consents. * Verifying and updating demographic/insurance information on all encounter forms and systems per protocol. * Notifying registration of changes if applicable. * Demonstrating mastery of appropriate practice software and registration tool protocols. * Scheduling tests, procedures, referral appointments with scheduling center, agencies and/or other provider groups and forwarding order form and/or records to appropriate depart/office and documenting information in patient's chart. Processing insurance referral/prior authorization and document this per protocol. * Retrieving and processing messages per protocol. * May assist with orientating and training/cross-training of new and established employees as assigned. * May provide coverage in other areas. * Effectively covers other support positions (e.g. switchboard, insurance referrals, scheduler), if appropriate * Takes ownership for determining customers' needs and offers assistance. * Interacts with other Organization functions with confidence, courtesy and professionalism. * Assists the practice manager in organizing, coordinating and implementing projects. * Collects and compiles statistical data to assist the practice manager as required. * Schedules outpatient testing per orders/referral process, inputs appointment dates and times into patient EMR, if appropriate * Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from the practice manager. * Performs other duties as assigned by practice leadership. * Able to cover most front office positions, if appropriate. * 100% documented evidence of attendance of department staff meetings and/or reading/initializing the minutes. * Reviews material submitted by Health Plans and Managed Care Organizations to gain full understanding of benefit coverage and precertification/authorization, if appropriate. * Quality review procedures are followed to ensure accounts are brought to a timely and accurate resolution, if appropriate. * Ability to prioritize and perform multiple duties, simultaneously. * Ability to take ownership of work and follow up on responsibilities. * Speaks, spells, and writes clearly, concisely and to the point. * Consistently follows Patient Identification IDD by using two patient identifiers related to the registration process. * Patient Identification Manager will be alerted if duplication medical record numbers are identified. * Proper name format is consistently followed. * Managed care organizations are correctly identified and selected as part of the registration process, if appropriate. * Timely modifications of registrations are done in order to ensure billing of encounters. * Uses independent judgment, when necessary, if appropriate * Assists Practice Manager with patient complaints related to billing invoices, if appropriate. * Appropriately refers patients/staff with issues/concerns to the Practice Manager. * Performs Service Recovery when necessary. * Has 100% of iCare, employee updates and any other in-services meetings and training as assigned. * Maintains documented evidence of continuing education. * Works safely and follows all safety policies, reports incidents or hazards immediately. * Follows all hand hygiene protocols. * Strong knowledge of departmental policies, procedures and workflows * Insurance verification and precertification is performed prior to elective inpatient admission to ensure accounts are secured upon admission, if appropriate. * For all other non-scheduled inpatients, insurance verification and precertification is performed within 24 hours of admission or by the end of the business day to perform due diligence on accounts that admitted the previous day, if appropriate. * Names, dates, and times of conversations with businesses, insurances, managed care organizations, Utilization Review, and patients are documented, if appropriate. * Insurance verification and precertification is performed on high dollar outpatient areas to ensure reimbursement, if appropriate. * Understands the implication both clinically and financially of registration errors and the impact on the organization, if appropriate. * Referral calls are made to PCP for Managed Care patients, if appropriate. * Correct insurance is identified and selected when appropriate within the registration fields. * Policy numbers are entered correctly into the registration fields, if appropriate. * Ensures that referral authorization numbers are submitted to Patient Account Services in a timely manner and understands the implications if this is not done, if appropriate. * Finishes work on time 95% of the time, avoiding overtime. * Prepares billing sheets and codes invoices prior to sending to Accounts Payable, if appropriate. * Collects payments (cash, co-payments, cash, checks and other forms of payment for services rendered; reconciles cash drawer/journal per Organization policy; promptly secures/delivers the cash deposits in the designated safe or other designated area for transit to the Fiscal Services Department, if appropriate. * Oversees daily revenue reports and charge reconciliation, if appropriate. * Promotes services at Northern Light Health. * Meets continuing education requirements set forth by the practice. * Seeks opportunities for enhancement of skills. * Assists with answering questions and directing practice staff to appropriate resources. * Attends 100% of employee updates. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Work with computers, typing, reading or writing. * Extend body and limbs to reach items. * Prolonged periods of sitting. * Prolonged periods of standing. * Prolonged periods of walking. EMMC, Bangor, Maine, Level 2 Trauma Center, hospital, Cancer Care, Lifeflight

Northern Light Mercy Hospital Department: Ancillary Admin Northern Light Home Care & Hospice So Portland Work Type: Full Time Hours Per Week: 40.00 Work Schedule: Variable Under the supervision of the Supervisor Scheduling and the direction of the Lead Scheduler, the Central Scheduler is responsible for scheduling all ancillary procedures using the Meditech Scheduling software program. This scheduling will be performed for procedures and tests requested at least one day in advance. The incumbent is also responsible and accountable for collecting accurate demographic and insurance information, communication with hospital departments and physician offices concerning patient's schedules and registration information. Compiles, prepares and distributes reports containing individual resource and department schedules, pre-registration activity and statistical data on an as needed basis. The incumbent performs duties and tasks in accordance with performance standards established for the job. The incumbent may have access to highly confidential patient, employee and/or proprietary information, and must handle and protect the information in accordance with hospital and system policies, HIPAA requirements and the highest level of ethical standards. The incumbent is responsible for reporting all security events, potential events, or other security risks to the organization. The incumbent is responsible for participation in and completion of all patient safety initiatives appropriate to the position, and conducts all job responsibilities according to the Mission and Values of the Hospital. Responsibilities: 1. Maintains strict confidentiality of every patient, medical record, or report. • Discusses only appropriate patient information in public and private areas protecting the confidentiality and dignity of all patients, by actions and words. • Releases only appropriate patient information over the telephone providing for the balance between customer services and confidentiality of all patients. • Maintains patient confidentiality by carefully preparing, collating, or transmitting patient mail via fax or external mail. • Follows hospital policy on release of information regarding all information for the patient admitted for psychiatric, drug rehabilitation or other. 2. Consistently provides excellent customer service to all patients, physicians, and medical offices. • Answers phone with a courteous greeting and proper identification in a timely manner. • Receive and forwards message to appropriate departments and/or personnel as needed. • When placing call on hold, returns to the caller at regular intervals to ensure excellent communications. • Follows through to ensure all scheduling requests are either fulfilled or are dealt with in a manner satisfactory to the caller. • Knows the location of registration and is able to direct the caller to all locations for all services provided by Mercy Hospital. • Assertively responds to all complaints and involves the supervisor as necessary. • Exhibits a positive, courteous attitude providing assistance willingly in all aspects of job functions. 3. Consistently completes the scheduling process for all Ancillary Tests requested into the Meditech Scheduling Software at least one-day in advance. • Verifies and selects the correct ordering and referring physician and identifies and documents the caller's name in the system. • Selects and/or enters the correct patient, verifying correct name spelling, date of birth, and telephone number. • Obtains and inputs complete patient demographic information including verification of specific insurance as needed. • Selects correct procedure(s) and enters into appropriate time slot insuring absence of any conflicts. • Enters correctly spelled diagnosis and other pertinent information to the appointment detail. • Finalizes and confirms appointment date(s) and time(s) with caller. • Completes scheduling process by taxing or printing patient itinerary and preparation instructions. • Is able to move and cancel procedures accurately. • Is able to browse/view/look up patient, tests, resources, and physicians in an efficient manner. 4. Shows ability to prioritize and complete the pre-registrations process for all services in an accurate and timely manner. • Ensures each patient is assigned only one Medical Record number. • Selects appropriate patient type, and patient service code based on the department and service required. • Obtains and inputs complete and accurate: a) Patient demographic information, including verification of existing information of home, next of kin, and employment. b) Verification of insurance, including certificate and group numbers, guarantor, Medicare and Medicaid numbers/eligibility dates and completion of Medicare questionnaire. c) Ordering and referring physician. d) Admitting diagnosis. e) Accident information. • Ensures that all schedules and Patient admissions forms are distributed to the appropriate departments. 5. Manages area workloads and assures completion of various work functions. • Reviews pending work and communicates unresolved issues to peers/supervisor prior to breaks and end of shift. • Acts as an equal member of scheduling team to manage, prioritize and complete all office tasks. • Checks frequently and assures voice messages are retrieved and responded to in a timely manner. • Retrieves incoming faxes, distributes and completes fair share. • Demonstrates basic operations skill for telephone, faxes, photocopier, printers, and information systems. • Demonstrates basic inventory knowledge to make sure department is adequately supplied. • Completes individual assigned tasks and assures coverage of these tasks in their absence. • Assures that incoming calls take priority in Central Scheduling. • Refers to operations manuals and reference material as necessary to troubleshoot and resolve equipment and/or software problems. • Consistently maintains departmental standards for quality and quantity of personal work. 6. Adheres to and assumes responsibility for maintaining and updating knowledge of all hospital and department policies and procedures. • Routinely reviews communication book and bulletin board and other departmental information sources in order to update and maintain awareness of hospital and department policies and procedures. • Maintains open attitude towards feedback and constructive criticism from supervisor and peers. • Follows dress code policy and wears ID badge at all times when on duty. • Is flexible in adjusting personal work schedule to accommodate department needs. • Demonstrates willingness to adjust time off requests to accommodate department needs. • Maintains good attendance recognizing impact of absenteeism on department operations and peers. • Reports to work on time recognizing the impact of tardiness on department operations and peers. 7. Accepts responsibility for further professional development. • Takes personal accountability for attending mandatory hospital inservices and training programs. • Actively contributes ideas and information in department meetings, which could enhance and improve department operations. • Takes personal accountability for professional and personal development seeks out relevant and appropriate resources and/or educational offerings. 8. Performs additional duties as required or assigned. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Potential exposure to abusive and/or aggressive people. * Potential exposure to hazardous materials. * Potential exposure to noise levels being uncomfortable. * Potential exposure to noxious odors. * Potential exposure to very hot or cold temperatures. * Work with computers, typing, reading or writing. * Lifting, moving and loading 20 to 30 pounds. * Prolonged periods of sitting. Portland, Maine, Catholic, Sisters of Mercy, Level 2 NeoNatal Nursery

Northern Light Mercy Hospital Department: Ancillary Admin Northern Light Home Care & Hospice So Portland Work Type: PRN (Pool/Per Diem) Hours Per Week: Variable Work Schedule: Variable Under the supervision of the Supervisor Scheduling and the direction of the Lead Scheduler, the Central Scheduler is responsible for scheduling all ancillary procedures using the Meditech Scheduling software program. This scheduling will be performed for procedures and tests requested at least one day in advance. The incumbent is also responsible and accountable for collecting accurate demographic and insurance information, communication with hospital departments and physician offices concerning patient's schedules and registration information. Compiles, prepares and distributes reports containing individual resource and department schedules, pre-registration activity and statistical data on an as needed basis. The incumbent performs duties and tasks in accordance with performance standards established for the job. The incumbent may have access to highly confidential patient, employee and/or proprietary information, and must handle and protect the information in accordance with hospital and system policies, HIPAA requirements and the highest level of ethical standards. The incumbent is responsible for reporting all security events, potential events, or other security risks to the organization. The incumbent is responsible for participation in and completion of all patient safety initiatives appropriate to the position, and conducts all job responsibilities according to the Mission and Values of the Hospital. Responsibilities: 1. Maintains strict confidentiality of every patient, medical record, or report. • Discusses only appropriate patient information in public and private areas protecting the confidentiality and dignity of all patients, by actions and words. • Releases only appropriate patient information over the telephone providing for the balance between customer services and confidentiality of all patients. • Maintains patient confidentiality by carefully preparing, collating, or transmitting patient mail via fax or external mail. • Follows hospital policy on release of information regarding all information for the patient admitted for psychiatric, drug rehabilitation or other. 2. Consistently provides excellent customer service to all patients, physicians, and medical offices. • Answers phone with a courteous greeting and proper identification in a timely manner. • Receive and forwards message to appropriate departments and/or personnel as needed. • When placing call on hold, returns to the caller at regular intervals to ensure excellent communications. • Follows through to ensure all scheduling requests are either fulfilled or are dealt with in a manner satisfactory to the caller. • Knows the location of registration and is able to direct the caller to all locations for all services provided by Mercy Hospital. • Assertively responds to all complaints and involves the supervisor as necessary. • Exhibits a positive, courteous attitude providing assistance willingly in all aspects of job functions. 3. Consistently completes the scheduling process for all Ancillary Tests requested into the Meditech Scheduling Software at least one-day in advance. • Verifies and selects the correct ordering and referring physician and identifies and documents the caller's name in the system. • Selects and/or enters the correct patient, verifying correct name spelling, date of birth, and telephone number. • Obtains and inputs complete patient demographic information including verification of specific insurance as needed. • Selects correct procedure(s) and enters into appropriate time slot insuring absence of any conflicts. • Enters correctly spelled diagnosis and other pertinent information to the appointment detail. • Finalizes and confirms appointment date(s) and time(s) with caller. • Completes scheduling process by taxing or printing patient itinerary and preparation instructions. • Is able to move and cancel procedures accurately. • Is able to browse/view/look up patient, tests, resources, and physicians in an efficient manner. 4. Shows ability to prioritize and complete the pre-registrations process for all services in an accurate and timely manner. • Ensures each patient is assigned only one Medical Record number. • Selects appropriate patient type, and patient service code based on the department and service required. • Obtains and inputs complete and accurate: a) Patient demographic information, including verification of existing information of home, next of kin, and employment. b) Verification of insurance, including certificate and group numbers, guarantor, Medicare and Medicaid numbers/eligibility dates and completion of Medicare questionnaire. c) Ordering and referring physician. d) Admitting diagnosis. e) Accident information. • Ensures that all schedules and Patient admissions forms are distributed to the appropriate departments. 5. Manages area workloads and assures completion of various work functions. • Reviews pending work and communicates unresolved issues to peers/supervisor prior to breaks and end of shift. • Acts as an equal member of scheduling team to manage, prioritize and complete all office tasks. • Checks frequently and assures voice messages are retrieved and responded to in a timely manner. • Retrieves incoming faxes, distributes and completes fair share. • Demonstrates basic operations skill for telephone, faxes, photocopier, printers, and information systems. • Demonstrates basic inventory knowledge to make sure department is adequately supplied. • Completes individual assigned tasks and assures coverage of these tasks in their absence. • Assures that incoming calls take priority in Central Scheduling. • Refers to operations manuals and reference material as necessary to troubleshoot and resolve equipment and/or software problems. • Consistently maintains departmental standards for quality and quantity of personal work. 6. Adheres to and assumes responsibility for maintaining and updating knowledge of all hospital and department policies and procedures. • Routinely reviews communication book and bulletin board and other departmental information sources in order to update and maintain awareness of hospital and department policies and procedures. • Maintains open attitude towards feedback and constructive criticism from supervisor and peers. • Follows dress code policy and wears ID badge at all times when on duty. • Is flexible in adjusting personal work schedule to accommodate department needs. • Demonstrates willingness to adjust time off requests to accommodate department needs. • Maintains good attendance recognizing impact of absenteeism on department operations and peers. • Reports to work on time recognizing the impact of tardiness on department operations and peers. 7. Accepts responsibility for further professional development. • Takes personal accountability for attending mandatory hospital inservices and training programs. • Actively contributes ideas and information in department meetings, which could enhance and improve department operations. • Takes personal accountability for professional and personal development seeks out relevant and appropriate resources and/or educational offerings. 8. Performs additional duties as required or assigned. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Potential exposure to abusive and/or aggressive people. * Potential exposure to hazardous materials. * Potential exposure to noise levels being uncomfortable. * Potential exposure to noxious odors. * Potential exposure to very hot or cold temperatures. * Work with computers, typing, reading or writing. * Lifting, moving and loading 20 to 30 pounds. * Prolonged periods of sitting. Portland, Maine, Catholic, Sisters of Mercy, Level 2 NeoNatal Nursery

Northern Light Health Department: Patient Service Center Cianchette Professional Blding Work Type: PRN Hours Per Week: 0.00 Work Schedule: 8:00 AM to 4:30 PM * Remote/Hybrid in the State of Maine* The Contact Center Agent is responsible for managing inbound and outbound communications to assist with the scheduling and registration of patient appointments, completion of appointment reminders, sending and receiving referrals, obtaining insurance authorizations, notification of copay responsibilities, assisting in troubleshooting patient portal issues, and other administrative tasks as assigned. Appropriate interpretation and application of Northern Light Health policies regarding scheduling criteria and medical need are essential. Responsibilities: * Verifying and updating demographic/insurance information on all encounter forms and systems per protocol. * Notifying registration of changes if applicable. * Demonstrating mastery of appropriate practice software and registration tool protocols. * May assist with orientating and training/cross-training of new and established employees as assigned. * May provide coverage in other areas including (insurance authorizations, referrals, etc.), if appropriate. * Provides excellent customer service for both internal and external customers. * Takes ownership for determining customers' needs and offering assistance. * Responds to communications (phone calls, voice mails, e-mails, and IMs) in a timely manner. * Recognizes problems and offers constructive solutions. Is able to implement solutions with direction from Contact Center leadership. * Understanding of benefit coverage and precertification/authorization, if appropriate. * Adheres to Northern Light Code of Conduct and follows all applicable compliance policies and regulations. * Appropriately refers patients/staff with issues/concerns to the Director. * Understands the implication both clinically and financially of registration errors and the impact on the organization. * Timely modifications of registrations are done to ensure billing of encounters. * Troubleshoots patient portal issues. * Other Duties as Assigned. Other Information: * Minimum of two years patient service experience in a healthcare environment preferred. Competencies and Skills * Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed. * Applies Business Acumen:Demonstrates knowledge of current and future trends that impact organizational success. Applies proven practices and business theories to get results that meet financial as well as other business goals. Recognizes opportunities for new services and products and acts accordingly, taking measured risks into consideration. Possesses a thorough knowledge of their field and independently carries out their work in accordance with professional standards of the profession. * 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. * Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit. * 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. * Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level. * 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 Innovation: Employs and encourages the use of meaningful creativity in solving challenges. Proactively identifies opportunities and uses new approaches to enhance processes, systems and services. When appropriate, suggests or initiates new strategies, products, services, and markets. * Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction and models it personally. Creates a compelling vision of success that motivates workplace initiative and energizes others to follow. Provides direction and guidance to encourage cooperation between team members in order to attain an objective. Has the ability to appropriately influence others' actions and decisions with and without express authority. * Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable. * Resolves Conflict: Promptly acts to find alternatives/solutions when team members disagree. Addresses issues in a direct, honest, and appropriate manner. Handles conflicting interests diplomatically and helps to solve them. Transforms difficult situations into teachable moments using respect and accountability . * 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. * Utilizes Resources Effectively: Understands how to get the most out of available resources and uses cost-benefit thinking in decision-making and in setting priorities. Monitors and analyzes resource usage to identify and eliminate areas of waste and maximize resources. As a leader, defines targets and provides appropriate means; oversees progress and makes adjustments when necessary. Appropriately delegates work, sets clear direction and manages workflow and time. * 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Work with computers, typing, reading or writing. * Prolonged periods of sitting. Brewer, Maine, Corporate Office, Cianchette, Foundation, Finance, Human Resources, Legal Services

Northern Light A.R. Gould Department: Primary Care - Caribou Northern Light Health Center Caribou Work Type: Part time Hours Per Week: 16.00 Work Schedule: Using Northern Light Health Standards of Behavior, demonstrates professionalism at all times with patients, visitors, and co-workers. A team player is necessary for this position of variable skills, organization and independent working environment. Fast paced setting requires independent thinking and ability and willingness to be flexible and adaptable to changes. Patient Service Representative will be supervised and managed by the Manager overseeing the practice. He/she will report directly to the Practice Specialist or directly to the Manager in the absence of Practice Specialist for assistance/questions/concerns/issues regarding responsibilities (see Essential Duties below). Responsibilities: * Monitoring patient schedule; scheduling, rescheduling and following up on missed appointments * Answer all telephone calls - forward where appropriate or take accurate messages with dates and times. * Prepare charts, making new charts when appropriate. * All aspects of patient registration (e.g. ensuring accuracy and completeness of information needed for registration, follow-up appointments as necessary, testing/procedures scheduling, collection of co-payments as applicable). * Proper documentation of patient records. * Tracking of provider documentation. * Following ROI policy. * Verifying encounters and posting charges appropriately * Cash up sheet is generated and processed - Daily Log maintained if applicable. * Maintain safety standards and report safety issues immediately. * Maintain mandatory education compliance. Other Information: Competencies and Skills * Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed. * 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. * Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level. * 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. * 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Potential exposure to abusive and/or aggressive people. * Work with computers, typing, reading or writing. * Lifting, moving and loading 20 to 30 pounds. * Prolonged periods of sitting. * Prolonged periods of standing. * Prolonged periods of walking. ARG, Presque Isle, Aroostook County, Maine, TAMC, Northern Maine, Rural Health Care

Northern Light A.R. Gould Department: Walk-In Clinic North Street Healthcare Mall Work Type: PRN Hours Per Week: 0.00 Work Schedule: 8:00 AM to 8:00 PM Using Organization Standards of Behavior, demonstrates professionalism at all times with patients, visitors, and co-workers. A team player is necessary for this position of variable skills, organization and independent working environment. Fast paced setting requires independent thinking and ability and willingness to be flexible and adaptable to changes. Patient Service Representative will be supervised and managed by the Manager overseeing the practice. He/she will report directly to the Practice Specialist or directly to the Manager in the absence of Practice Specialist for assistance/questions/concerns/issues regarding responsibilities (see Essential Duties below). Responsibilities: * Monitoring patient schedule; scheduling, rescheduling and following up on missed appointments * Answer all telephone calls - forward where appropriate or take accurate messages with dates and times. * Prepare charts, making new charts when appropriate. * All aspects of patient registration (e.g. ensuring accuracy and completeness of information needed for registration, follow-up appointments as necessary, testing/procedures scheduling, collection of co-payments as applicable). * Proper documentation of patient records. * Tracking of provider documentation. * Following ROI policy. * Verifying encounters and posting charges appropriately * Cash up sheet is generated and processed - Daily Log maintained if applicable. * Maintain safety standards and report safety issues immediately. * Maintain mandatory education compliance. Other Information: Competencies and Skills * Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed. * 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. * Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level. * 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. * 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 belonging, empowerment, and cooperation. * 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. Education: High School Diploma or GED required. Working Conditions * Potential exposure to abusive and/or aggressive people. * Work with computers, typing, reading or writing. * Lifting, moving and loading 20 to 30 pounds. * Prolonged periods of sitting. * Prolonged periods of standing. * Prolonged periods of walking. ARG, Presque Isle, Aroostook County, Maine, TAMC, Northern Maine, Rural Health Care

Northern Light Mercy Hospital Department: Gastroenterology Clinic Outpatient Surg & Spec Center Work Type: Full Time Hours Per Week: 40 Work Schedule: 8 hours shifts-variable The Pharmacy Patient Liaison is a unique role that provides integrated support to patients and pharmacists by providing a 'hands-on' approach to total quality patient care. This position is essential to the growth and maintenance of the pharmacy business line and is part of the core of supporting health system specialty pharmaceutical care. This hybridized role is a unique combination of patient service delivery and business performance. The pharmacy liaison will primarily practice in the ambulatory setting and work with other members of the specialty clinic team, in collaboration with Northern Light's specialty pharmacy and infusion centers. Critical to this position is a person who is able to work independently and establish strong and credible relationships with patients, clinicians and pharmacy staff. They will encourage patients of specialty clinics to utilize pharmacy to fully benefit from its patient care services. The pharmacy liaison will be physically located in the clinic, seamlessly integrating with the clinic team, providing care face-to-face and over the phone. They will educate prospective pharmacy patients on the services that NL Pharmacy can provide, support outpatient retail, specialty prescription, and infusion needs, ensure patients remain on track with medication regimens/adherence checks, perform refill reminder calls, help develop processes to ensure smooth operations and patient care. Responsibilities: * Proactively resolve high level patient pharmaceutical access challenges and benefits investigations (Prior authorizations, navigating patient access programs, grants, etc.). * Recruit patients to use NLH pharmacies exceptional wrap around patient care services (performing sales pitches, enrolling in services, pharmacy refill management, etc.) by developing patient relationships. Actively participates in both growth and retention of patients. * Manage refill requests via protocol and other pharmaceutical patient requests. * Communicate with medical teams, patients, and pharmacy personnel in a professional and timely manner. * Other Duties as assigned to include but are not limited to meeting attendance, NLH pharmacy projects, data reporting, etc. Other Information: * National Pharmacy Technician Certification (CPhT) or equivalent or has a minimum of one-year licensed pharmacy technician work experience and sits for the CPhT exam within the first 6 months of hire. Competencies and Skills * Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed. * 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. * Electronic medical record software. * Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of belonging, empowerment, and cooperation. * Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit. * Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level. * 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. * Ability to understand the language used to precisely describe the human body including its components, processes, conditions affecting it, and procedures performed upon it. * Spreadsheet application with the ability to use calculations, formulas, graphing tools, pivot tables, and a macro programming. * Email application with the ability to manage email as well as calendars, managing tasks and contacts, note taking, journaling, and web browsing. * MS Teams * Word process application with the ability to create and edit documents, format, use tables, apply footnoting, create table of contents and mail merge techniques. * Multi-line phone, scanner, photocopier, fax, and internet. * 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. * Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable. * Public Speaking * 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. * 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 belonging, empowerment, and cooperation. * 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. Credentials * Required Pharmacy Technician Education * Required High School Diploma/General Educational Development (GED) Working Conditions Portland, Maine, Catholic, Sisters of Mercy, Level 2 NeoNatal Nursery

Northern Light Maine Coast Hospital Department: Ear Nose and Throat Clinic Northern Light Maine Coast Hospital Work Type: Full Time Hours Per Week: 40.00 Work Schedule: 7:00 AM to 5:00 PM Under the direction of the Patient Access Manager, the Registration Representative is responsible for timely and accurate Outpatient Preregistration and Registration functions. Works closely with other departments to ensure a proper and patient friendly experience. Responsibilities: * Obtains and verifies demographic, financial, and patient identification from patient or guarantor using E-Plus/PayNav as well as obtaining a consent to treatment and informing patient/guarantor of our inclusion in HealthInfoNet. • Accurately enters registrations for Ancillary Departments with the use of AOM orders and outside requisitions for all Outpatient Services. • Is responsible for Preregistration of Medical Imaging Services and Surgical Services to ensure accuracy and point of service care, while collecting pre-service monies. • Collects and collaborates with the ED Greeter to ensure accurate Emergency Department registrations. • Gathers NPI information for non-staff providers and emails information to be added to UPIN dictionary or actually verifies status of provider and adds to the UPIN dictionary. • Assists and provides coverage for Admissions, ED Greeter and Switchboard duties as needed. • Assists Ancillary departments with questions and other front-line staff with registration questions/concerns. • Performs any/all other related duties as assigned by Supervisor or Manager. Other Information: High School Diploma 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 belonging, empowerment, and cooperation. * 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. Working Conditions Coastal, Ellsworth, Maine, MCH, MCMH, Rural Health Care

Northern Light Maine Coast Hospital Department: Medical Group Administration Northern Light Maine Coast Hospital Work Type: PRN Work Schedule: No Hours Assigned Under the direction of the Patient Access Manager, the Registration Representative is responsible for timely and accurate Outpatient Preregistration and Registration functions. Works closely with other departments to ensure a proper and patient friendly experience. Responsibilities: * Obtains and verifies demographic, financial, and patient identification from patient or guarantor using E-Plus/PayNav as well as obtaining a consent to treatment and informing patient/guarantor of our inclusion in HealthInfoNet. • Accurately enters registrations for Ancillary Departments with the use of AOM orders and outside requisitions for all Outpatient Services. • Is responsible for Preregistration of Medical Imaging Services and Surgical Services to ensure accuracy and point of service care, while collecting pre-service monies. • Collects and collaborates with the ED Greeter to ensure accurate Emergency Department registrations. • Gathers NPI information for non-staff providers and emails information to be added to UPIN dictionary or actually verifies status of provider and adds to the UPIN dictionary. • Assists and provides coverage for Admissions, ED Greeter and Switchboard duties as needed. • Assists Ancillary departments with questions and other front-line staff with registration questions/concerns. • Performs any/all other related duties as assigned by Supervisor or Manager. 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. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Need to drive to perform responsible duties. * Lifting, moving and loading less than 20 pounds. * Prolonged periods of sitting.

Northern Light Maine Coast Hospital Department: Urology Clinic Northern Light Maine Coast Hospital Work Type: Full Time Hours Per Week: 40 Hours per Week Work Schedule: 7:00 AM to 5:00 PM Under the direction of the Patient Access Manager, the Registration Representative is responsible for timely and accurate Outpatient Preregistration and Registration functions. Works closely with other departments to ensure a proper and patient friendly experience. Responsibilities: * Obtains and verifies demographic, financial, and patient identification from patient or guarantor using E-Plus/PayNav as well as obtaining a consent to treatment and informing patient/guarantor of our inclusion in HealthInfoNet. • Accurately enters registrations for Ancillary Departments with the use of AOM orders and outside requisitions for all Outpatient Services. • Is responsible for Preregistration of Medical Imaging Services and Surgical Services to ensure accuracy and point of service care, while collecting pre-service monies. • Collects and collaborates with the ED Greeter to ensure accurate Emergency Department registrations. • Gathers NPI information for non-staff providers and emails information to be added to UPIN dictionary or actually verifies status of provider and adds to the UPIN dictionary. • Assists and provides coverage for Admissions, ED Greeter and Switchboard duties as needed. • Assists Ancillary departments with questions and other front-line staff with registration questions/concerns. • Performs any/all other related duties as assigned by Supervisor or Manager. 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 belonging, empowerment, and cooperation. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Need to drive to perform responsible duties. * Lifting, moving and loading less than 20 pounds. * Prolonged periods of sitting. Coastal, Ellsworth, Maine, MCH, MCMH, Rural Health Care

Northern Light Sebasticook Valley Hospital Department: Medical Surgical Unit Work Type: Full Time Hours Per Week: 36 Hour/Week Work Schedule: 2:00 PM to 09:42 PM Performs secretarial duties using specific knowledge of medical terminology and hospital, clinic, or laboratory procedures. Duties may include scheduling appointments, billing patients, and compiling and recording medical charts, reports, and correspondence. Responsibilities: * Coordinates assigned unit activities * Manages patient records (e.g. Assembles patient records, Files patient information, etc.) * Processes physician orders (e.g. Transcribes physician's orders, flags charts appropriately, enters orders into computer) * Coordinates the safe transport of patients and other items as directed * Accepts responsibility for further developing professional learning need * Maintains a safe environment complying with Northern Light Health policies and procedures; report and directly address environmental hazards and violations of patient safety policy and/or protocol when involved or observed * May perform other duties upon request Other Information: Competencies and Skills * 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. * Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit. * Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level. * 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. * Promotes Health and Safety: Promotes a healthy and safe environment for patients, employees and visitors. Advocates and models healthy physical and mental health behaviors even in challenging circumstances. Sets high quality standards and strives for continuous improvement and quality assurance by reporting and encouraging others to report near misses and safety issues. * Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable. * 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. * Utilizes Resources Effectively: Understands how to get the most out of available resources and uses cost-benefit thinking in decision-making and in setting priorities. Monitors and analyzes resource usage to identify and eliminate areas of waste and maximize resources. As a leader, defines targets and provides appropriate means; oversees progress and makes adjustments when necessary. Appropriately delegates work, sets clear direction and manages workflow and time. * 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. * 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. Education * Required High School Diploma/General Educational Development (GED) Working Conditions * Lifting, moving and loading 30 to 50 pounds. * Alternate shift schedules (day, evening, nights, weekends). Pittsfield, Maine, SVH, Rural Health Care, Kennebeck Valley

Northern Light A.R. Gould Department: Physician Practice Central Ops Northern Light A.R. Gould Hospital Work Type: Full Time Hours Per Week: 40.00 Work Schedule: 7:00 AM to 4:30 PM Referral specialists are responsible for assuring that patients needing diagnostic tests and specialty services are referred to the appropriate department/office efficiently to assure services needed are received timely. They assist with insurance prior authorizations. The role of the referral specialist is critical to assure that every patient receives the definitive care that they need. A major role of the Referral Specialist is to communicate progress of referrals to patients, families, and referring providers. Key characteristics to be successful include expert communication, knowledge of insurances and health systems, teamwork, collaboration, organizational skills, and detail orientation. Multitasking ability is essential as Referral Specialists often are working on multiple cases at a time. Fast paced setting requires independent thinking, ability and willingness to be flexible and adaptable to changes. Re-prioritization of tasks occurs frequently. Responsibilities: * Manages outgoing referrals and incoming referrals as assigned. * Obtains authorizations for procedures and diagnostics as assigned. * Communicates with patients, providers, office staff, insurers and referrers. Works collaboratively with clinical staff, providers, surgical schedulers, ancillary departments, and insurance carriers to complete work. * Adds new patients to EMR when needed, including assisting with scheduling as assigned. * Manages and monitors prior authorizations/out-going referrals for the assigned departments(s) following Policy and Procedures. * Maintains working knowledge of inpatient vs. outpatient procedures and CPT codes. * Maintains referral tracking documentation to determine that referral is complete. * Maintains current knowledge of various insurance processes necessary to obtain prior authorization; follows Prior Authorization Policy. * Assists with claim denials/research as assigned. * Assists with coding to assure appropriate authorization of procedures. * Makes recommendations for change to improve processes in accordance with mission statement and established goals. * Ensures compliance with Medicare and third-party payers procedures. * Maintain safety standards at all times and report safety issues immediately. * Maintains mandatory education compliance. * Other Information: Competencies and Skills * 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. * Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level. * 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. * 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 belonging, empowerment, and cooperation. * 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. Education * Required Associate's DegreeAssociate degree in business management, healthcare, administration, medical coding, or related field or 2 years' experience in a medical office or related setting is required. Required Experience * 0 year/years of Relevant Work Experience Working Conditions * Prolonged periods of sitting. * Lifting, moving and loading less than 20 pounds. ARG, Presque Isle, Aroostook County, Maine, TAMC, Northern Maine, Rural Health Care