Patient Services Rep

InterMed; Massachusetts; Presencial; USD 35.000 - 52.000; Jornada completa

Descripción de la vacante

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

The role requires exceptional customer service, strong scheduling judgment, and superb listening and communication skills. On-site training is required, and the position emphasizes first-call resolution and teamwork.

Formación

• High School Diploma or equivalent required.
• Ability to stay calm, empathetic, and professional including during urgent calls.
• Strong organizational and prioritization skills.
• Proficiency with Windows-based computer applications.
• Willingness to work as part of a team and meet performance metrics.

Responsabilidades

• 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 medical concerns using a screening tool.
• Assist patients with prescription refill requests.
• Assist patients with referral requests.
• Provide general practice information for patients.
• Respond to patient and external requests within established processes and quality metrics.
• Aim for first call resolution with each patient interaction.
• Other duties as directed by supervisor or manager.

Conocimientos

Customer service

Scheduling

Active listening

Phone etiquette

Multitasking

Educación

High School Diploma or equivalent

Herramientas

Windows-based applications

Telephone system

Descripción del empleo

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
• 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
• 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.