Call Center Representative

• Assist members from our remote call center
• Conduct inbound and outbound calls for our health and wellness incentive programs in English and Spanish
• Summarize notes for each call accurately in accordance with Finity’s quality assurance procedures
• Provide consistently excellent customer service
• Register members to wellness programs
• Assist members with navigating our wellness portals and ordering catalog items
• Manage multiple software interfaces for different wellness programs according to member needs
• Maintain consistent punctuality and attendance to provide complete call queue coverage at all times
• Follow best practices regarding HIPAA laws and protection of members PHI at all times

Bilingual Call Center Representative

• Responsible for driving standardization, strategy, and execution of telecommunications systems unique to Safety Management across Intermountain Health
• Provide leadership, management, budgetary controls, and continuous improvement across call centers / dispatch / PBX for the system
• Provide high-level oversight for call center operations, ensuring efficient and effective service delivery across all regions
• Lead and enhance quality and service delivery standards across the program
• Assure processes and resources are deployed for planning, installing, servicing, and maintaining appropriate systems
• Leverage data analytics to monitor and evaluate performance, identifying trends, areas for improvement, and opportunities for innovation
• Partner with key stakeholders across the enterprise to ensure best practices are embedded at all levels
• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of security systems and call center/dispatch services
• Develop and implement strategic workforce plans to ensure the team is appropriately staffed, skilled, and prepared to meet current and future needs
• Ensure financial accountability and the cost-effective use of resources while maintaining high standards of service
• Lead change management efforts to drive successful implementation of new initiatives and programs

Director – Emergency Call Center Operations

• Handle a high volume of inbound calls from brokers, providing timely, accurate support across a range of inquiries
• Assist with day-to-day requests such as application status, system navigation, and general troubleshooting
• Use multiple systems and tools to research issues, document interactions, and deliver effective resolutions
• Apply active listening and critical thinking to understand each situation and determine the best outcome
• Meet performance expectations around call quality, attendance, productivity, and schedule adherence
• Maintain consistent communication with your supervisor and team
• Participate in team meetings and ongoing training to stay current on processes and updates

Call Center Agent

• Perform outbound surveys from home with respondents and accurately record their answers in both Spanish and English
• Collect and record opinions on topics from politics to customer satisfaction and beyond
• Work as part of Dynata’s Virtual Call Center team as a bilingual part-time telephone interviewer

Virtual Call Center Agent – Bilingual, Spanish/English

• Responsible for managing inbound calls throughout your entire shift
• Effectively utilize multiple tools and more than ten systems to accurately and efficiently assist travelers
• Handle emails and process requests while multitasking in a fast-paced environment
• De-escalate challenging calls
• Collaborate with the team
• Support side projects that showcase leadership and drive continuous improvement
• Meet and maintain Service Level Agreement (SLA) targets by ensuring timely response, resolution, and overall service quality standards

Call Center Agent – Travel Benefits

• Assists with all phases of pharmacy services while under the supervision of a pharmacist
• Answers phones and provides excellent customer service as appropriate to practice site
• Assists the pharmacist in collecting clinical and other patient information and maintaining appropriate records as required by regulation and policy
• Utilizes pharmacy technology effectively to prepare medication orders for dispensing, performs calculations as necessary, and compounds medications for accurate compounding as appropriate to practice site, in accordance with state law, policies, procedures, and protocols
• Accurately fills and maintains medication supplies including verifying and monitoring controlled substance inventories to ensure security, accuracy, cost effectiveness, and 340B/Charging management as required to practice site

Pharmacy Technician, Home Delivery Call Center

• Provides primary phone support for members and internal customers by answering fraud questions, filing fraud affidavits and card claims, resolving card and online alerts, and appropriately restricting accounts to mitigate potential loss.
• Protects Mountain America’s membership by minimizing fraud loss while maintaining exceptional member experience.
• Assists in resolving Visa Fraud related card declines.
• Reviews, advises and assists Branches, Service Center with suspicious check reviews and placing/removing holds.
• Conducts member interviews related to check concerns and Account Transfers.

Fraud Management Intake Specialist, Evening Shift – Fully Remote or Hybrid

• Partner with leadership to understand current customer experience and adjust staffing to improve customer experience.
• Create and maintain schedules for Customer Service staff to ensure optimal coverage for service level goals.
• Coordinate with appropriate staff and departments to schedule training, meetings and other events into the workforce management system.
• Administer staff scheduling needs and time off requests in a fair and consistent manner.
• Monitor call center activity and make recommendations for immediate changes to ensure call center coverage meets customers' needs.
• Monitor and record all exceptions to planned schedules to provide current analysis.
• Advise Call Center Management of expected performance concerns and recommend solutions.
• Create and distribute ad hoc reports as needed to analyze trends.

Call Center Analyst, Workforce Management

• Represent apree health to our clients, partners, internal and external customers through best-in-class service and technological solutions
• Conduct outbound calls to health plan members to assist them in finding providers, scheduling appointments
• Handle inbound support calls as a flex team to support the inbound business. Inbound support may include, but not limited to digital support, appointment scheduling, and health plan support.
• Be a knowledge source for members for explanation of benefits, employer health incentives, and navigating the complexities of their health insurance benefits
• Take ownership of resolving member concerns and healthcare navigation issues by providing end-to-end, closed-loop service
• Requires being on the phone with patients, insurance companies, providers and others throughout the day.
• Cameras must be on during all meetings

Outbound Specialist

• Join our team as a Benefits Call Center Representative.
• Work in customer service.
• Solve complex problems and deliver solutions.
• Work collaboratively as a dependable team player.

Benefits Call Center Representative

• 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.
• Answer phones promptly, and successfully interface with callers to communicate patient's needs through messaging with clinical caregivers.
• 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.

Contact Center Representative

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

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