Contact Center Representative

Job Description:

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.

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.

Skills

• Computer Literacy
• Customer Service
• Collaboration
• Electronic Medical Records (EMR)
• Data Entry
• Problem Solving
• Communication (Written/Oral)
• Detail Oriented

Required Qualifications

• 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.

Preferred Qualifications

• One year of customer service experience in a hospital or medical office
• Medical terminology helpful
• Experience working with Electronic Medical Records (EMRs)

Physical Requirements:

Physical Requirements

• Ongoing need for caregiver to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with providers, colleagues, customers, patients/clients, and visitors require caregiver to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

Location:

Nevada Central Office

Work City:

Las Vegas

Work State:

Nevada

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$17.85 - $24.26

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.

Learn more about our comprehensive benefits package here.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

All positions subject to close without notice.