SUMMARY: The Pediatric Clinical Care Representative serves as the first point of contact for patients and parents, handling phone inquiries in a fast-paced pediatric environment. This role is dedicated to delivering exceptional patient care and guidance, ensuring families receive accurate and timely support. The ideal candidate will possess outstanding customer service skills, strong clinical judgment in pediatric nursing, and proficiency with computers and typing. While this position offers the flexibility of remote work, it requires in-person training and occasional on-site presence to address technical issues that prevent remote work.
CORE RESPONSIBILITIES:
- Manages incoming calls in a fast-paced environment, triaging clinical inquiries of varying complexity and determining the most appropriate care setting for patients, including office visits, urgent care, or the local emergency department.
- Provide excellent customer service to patients and/or parents, InterMed colleagues, and vendors,
- Remains calm in high-stress situations, utilizing crisis intervention skills when appropriate.
- Monitors telephone inquiries within EMR.
- Assess and prioritize patient needs via patient portal inquiries.
- Refills prescriptions according to standard protocol.
- Provides test results according to standard protocol.
- Provides patient education under provider’s direction.
- Fulfills administrative responsibilities which may include:
- Obtains medical records information
- Referral information
- Schedules/reschedules appointments
- Maintains flexibility and willingness to work as a team member
- Displays ability to prioritize and handle multiple tasks and computer applications
- Exhibits excellent professional judgment, technical skills and phone skills
- Maintains strict confidentiality in alignment with HIPAA (Health Insurance Portability and Accountability) guidelines and InterMed policies.
- Performs other duties to support the mission, vision and values of InterMed.
MISSION AND VALUES:
- Follows InterMed’s mission to provide patient-centered primary care, putting the patient first to deliver high quality, high value care.
- Provide the highest quality care to our patients with a level of service that exceeds their expectations.
- Maintain a positive attitude and always treat our patients and each other with dignity and respect.
- Insist on honesty and integrity from each other and our business partners.
- Make teamwork a core component of our relationships between physicians, colleagues, and patients.
- Embrace change to better serve our patients.
- Use business practices that feature individual accountability and group responsibility to ensure delivery of high value healthcare.
- Have fun as we carry out our mission to serve.
KNOWLEDGE, SKILLS, AND ABILITIES:
- State of Maine residence is required
Education:
- High school diploma or equivalent required
- Graduate of an accredited school of nursing required
Experience:
- Previous experience in a primary care or hospital setting required
- Triage experience preferred
- Proficient computer knowledge and accurate typing skills with Windows based programs, including electronic medical records programs
- 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
- Compassion, empathy, and teaching ability, as patients and/or parents may require instruction for self-care/care of child and/or symptom management
- Strong organizational and critical thinking skills
License/Certifications:
- Unencumbered, active RN licensure in the State of Maine
On-site, in-person training is required for this position. Training is expected to take 3-4 weeks to complete, depending on experience and ability to display proficiency.
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.