Patient Service Center Representative

About the position

The Patient Service Center Representative serves as the first point of contact between Intermountain and patients, focusing on establishing collaborative relationships to ensure high levels of customer and patient satisfaction. This role involves assisting patients in navigating their healthcare needs, effectively communicating with clinical caregivers, and providing superior customer service through various channels, including phone and secure messaging.

Responsibilities

• Establish courteous and professional connections with patients over the phone and via secure messaging.
• Identify and resolve patient needs such as scheduling appointments and answering general business and billing questions.
• Document essential information in electronic medical records (EMR) and coordinate with clinical care teams.
• Assist patients and clinical caregivers with appointment maintenance activities including rescheduling, cancelling, and reminders.
• Provide a superior level of customer service consistent with company standards, including making outbound calls to patients and other departments.
• Complete job training and pass-off requirements.

Requirements

• 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.

Nice-to-haves

• One year of customer service experience, especially in a Hospital or Medical Office.
• Problem solving ability and analytical skills.
• Self-motivated and able to work well in a call center environment.
• Excellent verbal and written communications skills.
• Experience taking incoming and/or outgoing calls in a professional work environment.

Benefits

• Generous benefits package covering a wide range of wellness programs.