Patient Services Representative | South Portland, ME | Full-Time

InterMed PA•South Portland, ME

3d•Onsite

About The Position

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

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

Responsibilities

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
Respond to all patient and external customer requests via incoming phone call according to established processes and protocols and within established quality and performance metrics.
Act 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