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

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