Patient Services Representative

Intermed; Portland (ME); Hybrid; USD 36,000 - 54,000; Full time

Job summary

InterMed in Portland, ME seeks a Patient Services Representative to be the primary contact for patients calling with medical concerns, administrative requests, and scheduling matters in a fast-paced call center environment.

The role requires exceptional customer service, strong scheduling judgment, and superb active listening and communications skills, with on-site training and a focus on the patient experience.

Qualifications

• High School Diploma or equivalent is required.
• Solid customer service experience in a fast-paced environment.
• Strong communication and active listening skills are essential.

Responsibilities

• Answer incoming calls for multiple practices.
• Redirect calls to Specialty Departments when needed.
• Schedule routine and follow-up patient appointments.
• Reschedule or cancel appointments as needed.
• Confirm future appointments and assist patients with requests.
• Provide information and guidance per established processes and metrics.

Skills

Customer service

Active listening

Scheduling

Phone etiquette

Multitasking

Education

High School Diploma or equivalent

Tools

Windows-based applications

Telephone system

Scheduling software

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

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.