Contact Center Representative

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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.

We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, New York, Rhode Island, Vermont, and Washington.

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)
  
  

Job Details

• Training : Training is 4 weeks, Monday - Friday from 10:30 - 7:00 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 Caregivers will bid on a shift after training. Shifts available will be dependent on business need for the department.
• Unit/Location : Canyons Contact Center, Remote position
• Additional Details :?This department is open on holidays
• 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.
  
  

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:

Lake Park Building

Work City

West Valley City

Work State

Utah

Scheduled Weekly Hours

40

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

$18.39 - $24.99

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 (https://intermountainhealthcare.org/careers/benefits) .

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.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.

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