Patient Services Representative
About this role
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 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.
Company at a glance
InterMed is the largest physician-owned primary care practice in Maine, with 90 physicians and more than 650 non-physician employees.
Founded in 1993, InterMed serves 77,000 primary care patients in the community through our practice sites in Portland, South Portland, and Yarmouth.
Specialty and ancillary services support patient care with anti-coagulation services, audiology, laboratory testing, radiology, diagnostic imaging, as well as therapeutic services, such as physical therapy.
Specialty physician services include Cardiology, Dermatology, Ear Nose & Throat, OB/GYN, and Sports Medicine.
Our Marginal Way location boasts two state-of-the-art surgical rooms, where we offer procedures for our Gastrointestinal, Gynecologic, Otolaryngology (Ears, Nose, and Throat), Orthopedics, Podiatry, Retinal, and Urology patients.
For InterMed patients seeking care beyond normal hours, or when their provider is not available, we offer a seven-day-a-week Urgent Care, as well as our Extended Primary Care weekend clinic.
InterMed also provides on-site medical care and physical therapy services at IDEXX and L.L.Bean.
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