Patient Services Rep | OBGYN | South Portland, ME

ESSENTIAL FUNCTIONS

• Primarily answer incoming phone calls for multiple specialty practices
• Redirect calls for other departments when needed
• Schedule routine, follow up, and new patient appointments
• Reschedule or cancel appointments as needed
• Confirm future appointments
• Assist patients in reaching a clinician for their medical concerns and/or when requesting to schedule a visit for symptom management
• 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 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
• Professional appearance
• State of Maine residence is required