Patient Services Specialist — Onsite Training & Top Care

InterMed; Massachusetts; On-site; USD 35,000 - 52,000; Full time

Job summary

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.

Qualifications

• 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.

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 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.

Skills

Customer service

Scheduling

Active listening

Phone etiquette

Multitasking

Education

High School Diploma or equivalent

Tools

Windows-based applications

Telephone system

Job description

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.