Patient Services Representative

Intermed; Portland (ME); Hybrid; USD 32,000 - 46,000; Full time

Job summary

InterMed is seeking a Patient Services Representative to serve as the primary contact for patients with medical concerns, administrative requests, and scheduling matters in a fast-paced call center.

The role requires exceptional customer service, strong scheduling judgment, and superb active listening and communication skills. On-site training will be provided, with residency in Maine. A high school diploma is required and you must be able to work well within a team.

Qualifications

• High School Diploma or equivalent required.
• Ability to support patients with calm demeanor, compassion and empathy, including urgent 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 maintaining a phone conversation.
• Ability to meet and adhere to performance and quality metrics.
• Ability to uphold InterMed’s Values.
• On-site, in-person training is required for 3–4 weeks.

Responsibilities

• 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 or requesting a sick visit using a screening tool.
• Assist patients with prescription refill requests and referral requests.
• Provide general practice information as needed.
• Respond to patient and external requests per established processes and metrics.
• Aim for first call resolution with every patient interaction.
• Other duties as directed by supervisor, coordinator, or manager.

Skills

Customer service

Communication

Scheduling

Active listening

Phone proficiency

Multitasking

Typing speed

Windows

Education

High School Diploma

Tools

Telephone system

Job description

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.