Job Description:

You are the first connection between Intermountain and patients; we look for individuals who embody Intermountain's values and focus on establishing collaborative relationships with patients and fellow caregivers (employees) to deliver the highest level of customer/patient satisfaction.

You are 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. As a Patient Service Center Representative, you assist patients as they navigate their healthcare needs by:

• Establishing courteous and professional connections with patients over the phone and/or via 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.

• Documenting essential information in 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.

• 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 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.

$17.34 - $22.54

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 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.