Physicians Answering Service Specialist

Intermountain Health • Murray, UT

1d • $19 - $29 • Onsite

About The Position

The Physicians Answering Service Specialist provides an essential 24-hour service, 365 days a year by taking incoming calls from patients and using critical thinking skills to determine a call’s disposition. We follow established processes and detailed instructions for almost 1300 providers who are scheduled to be available in the event a patient requires immediate assistance. This role is responsible to provide patients with the highest level of customer service in a respectful, compassionate, and caring fashion. Working independently and as part of a team, this position provides a variety of clerical and specialized administrative functions for the Physicians Answering Service. The Physicians Answering Service Specialist is a patient focused role that requires excellent customer service and critical thinking skills, the ability to manage sensitive and complicated patient concerns, and appropriately respond to various requests to determine the best course of action. At times, there may be a need for the Specialist to defuse or de-escalate circumstances when receiving calls from patients in crisis or illness. The Physicians Answering Service Specialist maintains a complete knowledge of system wide program procedures and logistics associated with the assigned role across multiple offices.

Requirements

• Basic computer knowledge
• Strong typing skills
• Customer service skills
• Telephone skills
• Familiarity with basic medical terminology or the ability to learn and understand basic medical terminology
• Demonstratable organizational skills
• Demonstratable prioritization skills
• Demonstratable multi-tasking skills
• Demonstratable communication skills
• Demonstratable interpersonal skills to include functioning as part of a team
• Ability to manage sensitive and often highly emotional incoming calls while maintaining professionalism
• Critical thinking skills
• Problem-solving skills
• Experience in a role requiring effective verbal, written, interpersonal communication, and collaboration skills

Nice To Haves

• Experience in an office setting or working in a clerical position with customer service, keyboarding, and data entry responsibilities.

Responsibilities

• Answering inbound and outbound calls and screening callers using both scripted and non-scripted guidelines.
• Collaborating with other team members to discuss best course of action on calls in order to make an informed assessment of services needed.
• Triaging and effectively managing incoming calls for urgency, intensity and service request.
• Supporting the patient or caller in the moment and efficiently directs calls to the appropriate on-call resource.
• Simultaneously manage telephone and computer systems to quickly address caller concerns or requests.
• Dispatching accurate demographics and patient concerns to the on-call provider or nurse.
• Documenting the incoming call information with a specific software platform and creating an outstanding customer experience as the first point of contact after hours with the patient.

Benefits

• Shift differentials given for evenings, nights and weekends
• Comprehensive 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed