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Clinical Care Representative Weekend Lead
Job Code:2018-FODEN RD-096
Location:Foden Rd
Department:Central Intake
Schedule:Part Time 0-19 hrs/wk

Job Responsibilities:
The Clinical Care Representative Weekend Lead works with the Practice Manager and Coordinators on the clerical and clinical flow of the office and call center on the weekends. The person in this role is expected to provide supervision for the weekend Central Intake Staff and act as a liaison between Weekend Primary Care, IUC and Central Intake in the Practice Manager and/or Coordinator’s absence


• Work closely with Manager and Coordinators on office flow and assist in the supervision of weekend staff
• Monitoring queue for any spikes in calls and redirect staff as necessary
• Acts as a first line resource for any eCW issues, IT issues, Cisco issues, elevating to the Onsite Weekend IT Support, Practice Manager and/or Coordinator on-call as necessary
• Answer phones and assess basic, moderate and/or complex clinical patient calls in a fast-paced call center environment when call volume is high 
    o Ability to utilize the call center agent phone system 
    o Refill prescriptions according to standard protocol 
    o Provide test results according to standard protocol 
    o Provide patient education under provider’s direction 
    o Monitor telephone inquiries within EMR 
    o Assess and prioritize patient needs via patient portal inquiries 
    o Obtaining lab/x-ray reports 
    o Hospital notes 
    o Referral information 
    o Completing forms/requisitions as needed 
    o Schedule appointments 
    o Provide general information for patients as needed 
    o Provide clinical expertise as necessary

• Assisting with downtime protocols and tasking specific staff to do specific things during downtime (i.e. exception reports, POD buckets, etc.)
• Work closely with Coordinator/Manager to maintain adequate staffing levels according to volume
• Report employee relations issues to Practice Manager
• Responsible for special projects as designated by Practice Manager and/or Coordinators
• Proficiency with Windows-based computer applications 
    o Accurate transcribing skills 
    o Excellent typing and accurate documentation of patient encounter
• Flexibility and willingness to work as a team member
• Able to prioritize and handle multiple tasks
• Excellent professional judgment, phone skills, and decision-making ability
• Perform Clinical Assistant and Clinical Care Representative duties in conjunction with Lead responsibilities
• Other responsibilities as directed by coordinator or manager

Job Qualifications:

• Successful completion of accredited Associates Degree Medical Assistant program (RMA, CMA strongly desired), LPN, or RN program (active unencumbered Maine license)
• Previous lead or supervisory experience preferred
• Excellent professional judgment, phone skills, and decision-making ability
• Provide excellent customer service to patients, InterMed colleagues, and vendors
• Flexibility and willingness to work as a team member
• Ability to prioritize, organize, and plan work independently
• Excellent communication skills
• Excellent critical thinking skills

Other Job Information (if applicable):
Every fourth weekend: Saturday and Sunday 7am-5pm

InterMed is an Equal Opportunity Employer. If you have any questions about this position, please contact us at


InterMed is an Equal Opportunity Employer.