About the position The Clinical Care Representative (CCR) is a telephone triage nurse, providing a variety of services and information to patients over the phone in a fast-paced call center environment. The CCR utilizes written protocols and clinical judgement to guide their practice and determine the urgency of care needed. The CCR schedules appointments or directs callers to health care providers as needed. The goal of this unique form of nursing is to decrease unnecessary visits to physicians, nurse practitioners, and the emergency room, as well as to provide information for self-care. The person in this role is expected to have exceptional customer service abilities, strong clinical judgment, and excellent computer and typing skills. While this position can be performed remotely, it requires in-person training and in-person work when technical issues arise preventing the ability to work remotely.

Responsibilities

• Answer phone calls and web messages for primary care practices of

all ages in a fast-paced call center environment

• Provide triage to symptomatic patients to determine placement within

InterMed’s practice, referring to ED/Urgent Care, or providing homecare advice as appropriate

• Utilize superior verbal communication skills to provide excellent customer

service and nursing care via telephone

• Ability to remain calm in high-stress situations, utilizing crisis

intervention skills when appropriate

• Refill prescriptions according to standard protocol
• Provide test results according to standard protocol
• Provide patient education under provider’s direction
• Fulfill administrative responsibilities which may include:

- Obtaining medical records information - Referral information - Completing forms/requisitions - Schedule routine appointments

• Flexibility and willingness to work as a team member
• Ability to prioritize work and handle multiple tasks and computer

applications

• Excellent professional judgment and technical skills
• Other responsibilities as directed by management

Requirements

• Graduate from an accredited school of nursing
• Unencumbered active registered nurse or LPN licensure in state of Maine
• Previous experience in a primary care or hospital setting required
• 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 may require

instruction for self-care and/or symptom management

• Strong organizational and critical thinking skills
• Ability to demonstrate and uphold InterMed’s Values
• Professional appearance
• 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

Nice-to-haves

• Triage experience preferred