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Northern Light Mercy Hospital

Department: General Education & Developmnt

Position is located: Mercy Medical Office Building

Work Type: Full Time

Hours Per Week: 40.00

Work Schedule: Variable

Exempt: No

Summary

Under the supervision of the Mercy medical group and workforce development leadership, this position will serve as the educator for the Patient Service Representative Apprenticeship. The incumbent will work with practice managers and leaders of Workforce Development to develop the content associated with the Statement of Work that has been approved by the State of Maine. The incumbent will also oversee and provide initial and ongoing training of PSRs and have mastery of policy, procedure, and workflows in the outpatient setting. The incumbent will assess and evaluate competencies and develop a training response to any gap in performance.

Responsibilities:

Apprenticeship oversight:

• Develops and delivers content for Statement of Work for the Patient Service Registration Representative Apprenticeship.
• Completes performance analysis to assess gaps, knowledge, skills, and abilities.
• Provides initial and ongoing training aligned with policy, practice, and practice.

Instructor:

• Demonstrates thorough knowledge of PSR scope of work.
• Develops and oversees new hire orientation process for PSRs.
• Collaborates and assists with the ongoing education offerings for PSRs.
• Assists in the training and ongoing skills assessment for existing PSRs.
• Reviews and gathers feedback from key stakeholders regarding yearly competency checklists for all PSRs.
• Ensures completion and maintenance of competency documentation for any instruction provided.
• Maintains attendance and record of education/instruction provided.
• Provides copies of competency/instruction records to department managers and utilizes available technology to track and maintain records (e.g. HealthStream).
• Assists in the identification of education needs for new/different equipment, policies, or regarding patient care trends.
• Identifies and communicates PSR staff performance concerns with the department leader.

Professional/Leadership:

• Attends pertinent hospital wide or unit-based meetings as assigned.
• Maintains own competency through continued work in the PSR role.
• Communicates performance or equipment concerns to appropriate individual following the chain of command.
• Responsible for identifying self-learning needs and collaborates with leader to ensure ongoing professional development and growth.
• Other duties.

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.
• Electronic medical record software.
• 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.
• 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.
• 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 Bachelor's Degree

Required Experience

• 5 year/years of Relevant Work Experience

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.
• Need to travel to perform responsible duties.
• Work with computers, typing, reading or writing.
• Lifting, moving and loading less than 20 pounds.
• Prolonged periods of sitting.

Northern Light Mercy Hospital is a nonprofit acute care hospital in Portland, Maine, and a sponsored ministry of the Sisters of Mercy of the Americas. Our work is grounded in compassion, dignity, and service, with a commitment to caring for every member of our community, especially those most in need. At Mercy, people come to work knowing their role matters. Whether at the bedside, in support services, administration, or clinical care, every team member contributes to a culture built on respect, collaboration, and purpose.

We provide a broad range of medical and surgical services, along with multiple primary and specialty care offerings and community-based programs that extend our impact beyond the hospital walls. As a member of Northern Light Health, an integrated statewide health delivery system, employees benefit from the stability, resource, and career pathways of a larger organization while working in a hospital that feels personal and connected. Team members have opportunities to grow professionally, explore new roles, and build long-term careers in an environment focused on quality, innovation, and the well-being of our workforce.

Mercy Hospital is located in Portland, Maine’s largest and most vibrant city, offering an exceptional quality of life that attracts people from across the country. Portland is nationally recognized for its food scene, arts and culture, vibrant neighborhoods, and strong sense of community. Within minutes of the city, you can reach beaches, islands, lakes, and mountain trails, with easy access to hiking, skiing, boating, and cycling. The region also offers excellent schools, family-friendly neighborhoods, and easy travel connections through Portland International Jetport and nearby rail service to Boston. Southern Maine blends career opportunity with a lifestyle centered on balance, outdoor recreation, and coastal living, making it an ideal place to live and build a career.

Questions? Contact Talent Acquisition:

phone: 207-973-7100

email: talentacquisition@northernlight.org