Contact Center Representative
About The Position
The Contact Center Representative is the first connection between Intermountain and patients responsible for fostering relationships with patients, parents and guardians regarding the patient's care to include answering phones promptly, and successfully interfacing with a caller to communicate patient's needs through messaging with clinical caregivers. Job Details Training: Training is 5 weeks, Monday - Friday from 9:30 - 6:00 PM. This will be a hybrid training experience that will require some days at our Lake Park Building in West Valley City, Utah. Based on the training program we are unable to accommodate time off during the training period. Shift Details: Contact Center is open Monday - Friday 7:00 AM- 7:00 PM After completing Training you will be assigned a specific shift. Must be available to work any hours between 7 AM – 7 PM, Monday through Friday. Unit/Location: Canyons Contact Center - Remote position. Though rare, some in office attendance will be required. At home, a private work space with wired internet service is required. All equipment such as a laptop, monitors, docking station, headset, keyboard, and mouse will be provided by Intermountain Healthcare. The team will reach out via email if you are selected to schedule an interview. Essential Functions Demonstrates a high level of customer service and establishes courteous and professional connections with patients via omni channel communications. Effectively identifies and resolves patient requests which may include scheduling/registration, business/billing/payor inquiries and medical requests. Documents essential information using the electronic medical record (EMR) and coordinating with other teams, including clinical care teams, to provide seamless solutions for the patient. Uses analytical skills and technical resources to anticipate and resolve patient requests. Contributes to and supports enterprise productivity and quality measures/initiatives by participating, planning, communicating, and encouraging team and individual contributions toward Intermountain Health Key Performance Indicators.
Requirements
- One year of customer service experience
- Demonstrated problem-solving ability, analytical skills, self-motivated, and able to work well in a call center environment
- Demonstrated ability to interact in a professional manner with strong interpersonal and communication skills.
- Computer Literacy
- Customer Service
- Collaboration
- Electronic Medical Records (EMR)
- Data Entry
- Problem Solving
- Communication (Written/Oral)
- Detail Oriented
Nice To Haves
- One year of customer service experience in a hospital or medical office
- Medical terminology helpful
- Experience working with Electronic Medical Records (EMRs)
Responsibilities
- Demonstrates a high level of customer service and establishes courteous and professional connections with patients via omni channel communications.
- Effectively identifies and resolves patient requests which may include scheduling/registration, business/billing/payor inquiries and medical requests.
- Documents essential information using the electronic medical record (EMR) and coordinating with other teams, including clinical care teams, to provide seamless solutions for the patient.
- Uses analytical skills and technical resources to anticipate and resolve patient requests.
- Contributes to and supports enterprise productivity and quality measures/initiatives by participating, planning, communicating, and encouraging team and individual contributions toward Intermountain Health Key Performance Indicators.
Benefits
- We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
- Intermountain Health’s PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution.
- The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates.
- Caregivers are eligible to participate in PEAK on day 1 of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
