Call Center Representative

• Establish collaborative relationships with patients and fellow caregivers to deliver high customer/patient satisfaction
• Foster relationships with patients, parents, and guardians regarding patient care
• Ensure compliance with managed care, commercial insurance, and public insurance requirements
• Submit and track referrals and provide efficient patient flow and service excellence
• Identify and resolve patient, provider, and staff requests, including referral processing, scheduling/registration, billing/payor inquiries, and medical requests
• Use analytical skills and technical resources to resolve patient requests and handle challenging interactions and emergencies appropriately
• Support enterprise productivity and quality initiatives and Intermountain Health key performance indicators
• Verify eligibility and benefits, obtain authorizations, and track referrals for compliance
• Liaise with hospitals, physicians, health plans, vendors, patients, and referral sources for insurance authorization
• Gather insurance, financial, and ancillary information to determine patient financial obligations
• Document referral and authorization information, referral destinations, and coordination activities
• Follow the three-touch process using MyChart, phone calls, and letters
• Forward medical records and authorization information to provider offices

Contact Center Referral Specialist I

Healthcare Call Center Supervisor

• Provide general customer service for warranty plans, claims, credits, sales, and product registration
• Formulate business decisions based on information provided during calls
• Accurately document information within multiple database systems
• Adhere to KPIs defined by the leadership team and meet departmental expectations and quality assurance standards
• Back up the Outbound Contact Center Team by closing extended warranty sales with progressive calling
• Perform other duties as assigned