Job Description:Customer Service Representative - Hybrid RemoteIntermountain Health is dedicated to providing exceptional patient experiences. As a leader in Healthcare, we pride ourselves on innovation, quality, and patient satisfaction. We are seeking passionate and dedicated individuals to join our team as Customer Service Representative.Interviews will be held onsite:The hiring leader will reach out if you are selected to schedule onsite interviews during these times.Address - 4646 W Lake Park Blvd, West Valley City, UT 84120Interview Dates - January 6th - January 10thOffers and AcceptanceDates delivered - January 13 - January 15thDates we would need offers accepted - January 17th at 12 pm MSTNew Hires Start Date (Training commences on the start date)Date - February 3rd, 2025 - March 31st, 2025Time - 8am - 4:30pm MSTDuration - This is a 60-day training program, 40 hours per week Monday - Friday between 8am - 4:30pmTime off - Based on the training schedule we are unable to accommodate time off during or adjust the training schedule during this 60-day training program.Graduation - Upon completion of Intermountain training program we have a number of shifts available between 7am - 7pm Monday - Friday.Remote - Once a new hire is provided a schedule post-graduation, this is when our new hire would transition to remote. On occasion caregiver do come onsite for trainings, meetings and enhancements.
As a Patient Service Center Representative, you assist patients as they navigate their healthcare needs by.
Handle inbound and outbound patient calls, emails, or chats in a professional and courteous manner through secure messaging.
Effectively identifying and resolving patient needs such as scheduling appointments, answering general business and billing questions, connecting patients to their care team, etc.
Document customer interactions in the CRM system, electronic medical record (EMR) and coordinating with other teams, including clinical care teams, to provide seamless resolution for the patient.
Using analytic skills and technical resources to anticipate patient needs and offer to resolve needs.
Cordially assisting patients and clinical caregivers with appointment maintenance activities including working queues, rescheduling appointments, cancelling appointments, appointment reminders, appointment preparations, and obtaining interpretation services.
Eagerly providing a superior level of customer service that is consistent with company standards and goals, including outbound calls to patients, parents, guardians, facilities, other departments or teams.
Complete job training and pass-off requirements.
Minimum Qualifications
Six months of customer service experience involving interactions with customers in person and by phone.
Professional manner and strong interpersonal and communication skills.
Demonstrated basic computer skills involving word processing and data entry.
Preferred Qualifications
One year of customer service experience, especially in a Hospital or Medical Office.
Problem solving ability, analytical skills, self-motivated and able to work well in a call center environment.
Familiarity with CRM systems I-Centra and Salesforce
Demonstrate excellent verbal and written communications skills.
Experience taking incoming and/or outgoing calls in a professional work environment.
Physical Requirements:
Interact with others respectfully and communicate information effectively verbally and in writing.
Operate computers and other office equipment requiring the ability to move fingers and hands.
See and read computer monitors and read and understand documents.
Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.
Location:Lake Park BuildingWork City:West Valley CityWork State:UtahScheduled Weekly Hours:40The hourly range for this position is listed below. Actual hourly rate dependent upon experience.$17.85 - $24.26We 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 packages for our Idaho, Nevada, and Utah based caregivers (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/) , and for our Colorado, Montana, and Kansas based caregivers (http://www.sclhealthbenefits.org) ; and our commitment to diversity, equity, and inclusion (https://intermountainhealthcare.org/careers/working-for-intermountain/diversity/) .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.