Patient Services Rep
About The Position
The Patient Services Representative is the primary point of 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, sound scheduling judgment and decision-making, active listening, and strong communication skills. The position supports multiple Primary Care practices and may redirect calls to Specialty Departments as needed. On-site, in-person training is required and is expected to take 3–4 weeks, depending on experience. The employee must reside in the state of Maine.
Requirements
- High school diploma or equivalent.
- Ability to support patients calmly, compassionately, and empathetically, including during urgent or 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.
- Ability to prioritize and handle multiple tasks.
- Active listening skills.
- Ability to use a telephone system proficiently.
- 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.
- State of Maine residence required.
- Professional appearance.
Responsibilities
- Primarily answer incoming phone calls for multiple Primary Care practices.
- Redirect calls to Specialty Departments when needed.
- Schedule routine and follow-up patient appointments.
- Reschedule or cancel appointments as needed.
- Confirm future appointments.
- Help patients reach a clinician about medical concerns or request a sick visit using a designated screening tool, including for urgent or critical concerns.
- Assist patients with prescription refill requests.
- Assist patients with referral requests.
- Provide general practice information to patients as needed.
- Respond to patient and external customer requests via incoming phone calls according to established processes and protocols and within established quality and performance metrics.
- Promote the patient experience by striving for first-call resolution with every patient interaction.
- Perform other responsibilities as directed by a supervisor, coordinator, or manager.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
