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. Join Our Team as a Contact Center Representative! We are seeking an organized and compassionate Contact Center Representative to join our healthcare team. If you're passionate about providing exceptional care and want to work in an environment that values growth, wed love to hear from you! Discover why Intermountain Health is a great place to work (youtube.com) Posting Specifics Entry Rate: $18.85 - $25.61 depending on experience Benefits Eligible: Yes, check them out here Shift Details: Full-time, 40 hours per week, some holidays required This is a fully remote position. (Note: if you have technical or internet issues and cannot work, you must either come into the office to work or take PTO. Otherwise, it will be considered an occurrence) Training: Training is 5 weeks, Monday - Friday from 8:30am - 5:00pm. This will also be a remote training experience. Your only in-office day will be Day 1 -- Orientation and picking up your equipment at our Nevada Central Office in Las Vegas. Therefore, you must be within an hour of our Las Vegas Central Office (6355 S Buffalo Dr, Las Vegas, NV 89113) NOTE: Based on the intensive training program, we are unable to accommodate time off during the training period. Shift Details: The Contact Center is open Monday - Friday 7:00am 7:00pm and Saturday/Sunday/Holidays, 7:00am 5:00pm. Your actual work shift will be determined near the end of your training period so you must be flexible to work any days/hours in which we are open. Additional Details: All equipment such as a laptop, monitors, docking station, headset, keyboard, and mouse will be provided by Intermountain Healthcare. NOTE: The employee must furnish a DSL, fiber optic or cable home Internet connection. No wireless or satellite connections will be allowed to work from home due to technical issues that may arise by using these. Hardwire connection is required (ethernet cable will need to be plugged directly into your modem). Interview: The team will reach out via email if you are selected to schedule an interview. 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 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. $18.85 - $25.61 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. By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment. 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. Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery. Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment. To find out more about us, head to our career site here. Sign up for job alerts! Click sign in at the top right corner, create a candidate account, and when we have opportunities that meet your interests, you will receive an email with the job details. Intermountain Health strives to make the application process accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email recruitment@imail.org. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. Introduce yourself to our Talent Acquisition team and we will get in touch if there is a role that seems like a good match. Intermountain Healths PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more. The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor. All positions subject to close without notice. Thanks for your interest in continuing your career with our team!