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

Claims Call Center Representative

• The Patient Advocate will handle a variety of complex inbound and outbound inquiries to assist and empathize with our customers.
• Responsible for coordinating testing services for patients by reviewing test request forms and additional documentation submitted with a patient specimen to ensure accurate and timely testing.
• Working with healthcare providers to complete the required documentation and sample submission.
• Confirming insurance eligibility and benefit levels.
• Communicate with patients to explain insurance coverage benefits and test information including process and turnaround time.
• Independently manage assigned work and meet production and quality metrics.
• Identify issues and trends and collaborate with your team and leadership to develop best practices to ensure we are providing the best service and experience to all customers.

Patient Advocate – Hereditary Cancer

• Act as the technical solution liaison between business, operations, and technology teams
• Ensure business objectives are understood and implemented for contact center platforms
• Collaborate closely with development teams, partners, technology leads, and agile teams
• Ensure successful delivery of program achievements and adherence to product roadmaps
• Make recommendations regarding system functionality
• Translate business requirements into system requirements

Contact Center Operations Manager

• Respond to inbound calls from existing customers
• Process service requests such as adding/removing vehicles and drivers, adding lienholder information, sending policy documents, etc.
• Help customers with questions they have regarding existing insurance policies in relation to coverages or policy benefits or make changes to existing policy
• Work to retain Jerry policyholders by actively finding solutions for customers who are at risk of cancellation

Call Center Agent

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication
• Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success
• Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns
• Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines
• Utilize computer systems, software, and databases to accurately record patient information and interactions
• Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes
• Collaborate with cross-functional teams to identify areas for program improvement
• Identify and communicate issues to senior level staff as appropriate

Tech, RX Call Center

• The Patient Advocate will be on the front lines and will act as the face of the organization for our customers including clinics, physicians, medical staff, and patients.
• Handle a variety of complex inbound and outbound inquiries to assist and empathize with our customers.
• Responsible for coordinating testing services for patients by reviewing test request forms and additional documentation submitted with a patient specimen to ensure accurate and timely testing.
• Work with healthcare providers to complete the required documentation and sample submission.
• Confirm insurance eligibility and benefit levels.
• Communicate with patients to explain insurance coverage benefits and test information including process and turnaround time.
• Employee will be on the phone approximately 60-80% of the time.
• Independently manage assigned work and meet production and quality metrics.
• Be the hub across all departments: work with the technology, revenue cycle, field sales, and lab teams on prompt handling of orders and billing processes.
• Identify issues and trends and collaborate with your team and leadership to develop best practices to ensure we are providing the best service and experience to all customers.
• Participate in the Quality Assurance plan.
• Comply with applicable CLIA and HIPAA regulations.

Part Time Patient Advocate – Hereditary Cancer

• The TA Agent will collaborate with field managers to support their hiring needs.
• The TA Agent is expected to leverage best practice recruiting methodologies and incorporate diversity in the candidate search.
• Ensure an understanding of job duties, responsibilities, and business requirements for each role.
• Conduct a high volume of phone screens to reach at least 65% to 75% of our "interested" candidates.
• Schedule interviews for management with a high goal of 75% to 85% show rate.
• Reach out to candidates using our specified methods, timing and reporting.
• Manage the candidate experience through the Applicant Tracking System and Call Center technology.
• Support a level of outbound calling activities when needed, using the calling features in Enabled Plus.
• This also involves following the prescribed process for resulting leads and setting future callbacks.
• Source and scout potential talent using key-word searches, social networking, and research tools.
• Leverage in-house ATS to identify, attract, present, and recruit top talent.
• Organize post-interview debrief/feedback with interview teams and candidates.
• Maintain accurate and well-ordered documentation on all candidates, searches, hiring manager's interactions, and other recruiting activities.
• Working hours will be 10:30am - 7:00pm CST.
• Other duties as assigned by supervisor.

Talent Contact Center Agent

• The TA Agent will collaborate with field managers to support their hiring needs.
• The TA Agent is expected to leverage best practice recruiting methodologies and incorporate diversity in the candidate search.
• Ensure an understanding of job duties, responsibilities, and business requirements for each role.
• Conduct a high volume of phone screens to reach at least 65% to 75% of our "interested" candidates.
• Schedule interviews for management with a high goal of 75% to 85% show rate.
• Reach out to candidates using our specified methods, timing and reporting.
• Manage the candidate experience through the Applicant Tracking System and Call Center technology.
• Support a level of outbound calling activities when needed, using the calling features in Enabled Plus. This also involves following the prescribed process for resulting leads and setting future callbacks.
• Source and scout potential talent using key-word searches, social networking, and research tools.
• Leverage in-house ATS to identify, attract, present, and recruit top talent.
• Organize post-interview debrief/feedback with interview teams and candidates.
• Maintain accurate and well-ordered documentation on all candidates, searches, hiring manager's interactions, and other recruiting activities.
• Working hours will be 10:30am - 7:00pm CST.
• Other duties as assigned by supervisor.

See all jobs on JobTailor

Contact Center Representative

Claims Call Center Representative

Patient Advocate – Hereditary Cancer

Contact Center Operations Manager

Call Center Agent

Call Center Representative

Tech, RX Call Center

Part Time Patient Advocate – Hereditary Cancer

Talent Contact Center Agent

Talent Contact Center Agent