The Patient Services Representative serves as the primary point of contact for patients calling with administrative and scheduling matters.
The person in this role is expected to have exceptional customer service abilities, strong scheduling judgment and decision making, and superb communications skills. Work from home opportunities are available after 3 months of successful employment.
ESSENTIAL FUNCTIONS
- Primarily answer incoming phone calls for multiple Primary Care practices
- Redirect calls for Specialty Departments when needed
- Schedule routine and follow-up patient appointments
- Reschedule or cancel appointments as needed
- Confirm future appointments
- Assist patients in reaching a clinician for their medical concerns and/or requesting a sick visit using a designated screening tool, including patients with urgent/critical medical concerns
- Assist patients with prescription refill requests
- Assist patients with referral requests
- Provide general practice information for patients as needed
- Responds to all patient and external customer requests via incoming phone call according to established processes and protocols and within established quality and performance metrics.
- Acts as a champion of the patient experience by striving for first call resolution with every patient interaction
- Other responsibilities as directed by supervisor, coordinator, or manager
- Answer incoming phone calls for multiple specialty practices
- Schedule routine, follow up, and new patient appointments
- Prepare and mail welcome packages to new patients
- . Strives for first call resolution with every patient interaction.
JOB REQUIREMENTS
- High School Diploma or equivalent required
- Ability to support patients using a calm demeanor, compassion, and empathy, including urgent/critical calls
- Strong organizational skills
- Excellent professional judgment, phone skills and decision making ability
- Proficiency with Windows based computer applications
- Flexibility and willingness to work as a team member
- Able to prioritize and handle multiple tasks
- Active listening skills
- Ability to proficiently use telephone system
- Excellent typing and computer ability while simultaneously maintaining a telephone conversation
- Ability to consistently meet and adhere to performance and quality metrics
- Ability to demonstrate and uphold InterMed’s Values
- On-site, in-person training is required for this position. Training is expected to take 3-4 weeks depending on experience
- Compassion and empathy
- Excellent professional judgment, phone skills and decision making ability
- Proficiency with Windows based computer applications
- Flexibility and willingness to work as a team member
- Able to prioritize and handle multiple tasks
- State of Maine residence is required
- Professional appearance
SCHEDULE
. Schedules will be based on business need. Hours of Operation are Monday-Friday 7:30am-5:00pm.
InterMed is an equal opportunity workplace and prohibits discrimination or harassment of any kind. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, gender identity and/or expression, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
