Contact Center Representative

InterMed, P.A.; South Portland (ME); On-site; USD 32,000 - 42,000; Full time

Job summary

InterMed, P.A. is seeking a Patient Services Representative to be the first point of contact for patients calling with medical concerns, administrative requests, and scheduling matters in a fast-paced call center.

The role emphasizes exceptional customer service, scheduling judgment, and superb active listening and communication skills. The position requires on-site, in-person training with a transition to remote work after three months for those meeting performance expectations.

Qualifications

• High School Diploma or equivalent required.
• Ability to support patients with calm demeanor, compassion and empathy.
• Strong organizational skills and decision making.
• Excellence in phone skills and professional judgment.
• Professional appearance.
• On-site training is required for this position.
• State of Maine residence is required.
• Ability to prioritize and handle multiple tasks.

Responsibilities

• Primarily answer incoming 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 with medical concerns and scheduling via screening tool.
• Assist with prescription refill requests.
• Assist with referral requests.
• Provide general practice information as needed.
• Respond to patient requests with quality and performance metrics.
• Aim for first call resolution in every interaction.
• Other duties as directed by supervisor or manager.

Skills

Customer service

Scheduling

Active listening

Communication skills

Organizational skills

Typing

Education

High School Diploma or equivalent

Tools

Windows OS

Telephone system

Job description

Work from home opportunity after 3-6 months of in person training!

On-site, in-person training is required for this position. After a minimum of three months, employees who consistently meet the roles performance expectations, including interaction time, quality and attendance, may be eligible to transition to working from home.

The Contact service representative (also known as the Patient Services Representative) serves as the primary point of contact for patients calling with medical concerns, administrative requests, and scheduling matters in a fast-paced call center environment. The person in this role is expected to have exceptional customer service abilities, strong scheduling judgment and decision making, and superb active listening and communications skills.

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

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 InterMeds Values
• - On-site, in-person training is required for this position.
• - State of Maine residence is required
• - Professional appearance

The estimated compensation range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications, and other job-related reasons. Certain positions may be eligible for incentive compensation plans above and beyond base compensation.