Physicians Answering Service Specialist

Job Description:

The Physicians Answering Service Specialist provides an essential 24-hour service, 365 days a year by taking incoming calls from patients and using critical thinking skills to determine a call’s disposition. We follow established processes and detailed instructions for almost 1300 providers who are scheduled to be available in the event a patient requires immediate assistance. This role is responsible to provide patients with the highest level of customer service in a respectful, compassionate, and caring fashion.

We are a 24/7 department, so shifts are at any time (Nights, weekends, holidays, etc). May be three 8-hour shifts or some 4-hour shifts dependent on business need.

Working independently and as part of a team, this position provides a variety of clerical and specialized administrative functions for the Physicians Answering Service. The Physicians Answering Service Specialist is a patient focused role that requires excellent customer service and critical thinking skills, the ability to manage sensitive and complicated patient concerns, and appropriately respond to various requests to determine the best course of action. At times, there may be a need for the Specialist to defuse or de-escalate circumstances when receiving calls from patients in crisis or illness. The Physicians Answering Service Specialist maintains a complete knowledge of system wide program procedures and logistics associated with the assigned role across multiple offices.

The primary responsibilities include: answering inbound and outbound calls and screening callers using both scripted and non-scripted guidelines and as needed, collaborating with other team members to discuss best course of action on calls in order to make an informed assessment of services needed. Triaging and effectively managing incoming calls for urgency, intensity and service request. Supporting the patient or caller in the moment and efficiently directs calls to the appropriate on-call resource. Simultaneously manage telephone and computer systems to quickly address caller concerns or requests. Dispatching accurate demographics and patient concerns to the on-call provider or nurse. Documenting the incoming call information with a specific software platform and creating an outstanding customer experience as the first point of contact after hours with the patient.

Minimum Qualifications

• Basic computer knowledge, strong typing, customer service, and telephone skills
• Familiarity with basic medical terminology or the ability to learn and understand basic medical terminology
• Demonstratable organizational, prioritization, multi-tasking, and communication skills
• Demonstratable interpersonal skills to include functioning as part of a team
• Ability to manage sensitive and often highly emotional incoming calls while maintaining professionalism
• Critical thinking and problem-solving skills
• Experience in a role requiring effective verbal, written, interpersonal communication, and collaboration skills

Preferred Qualifications

• Experience in an office setting or working in a clerical position with customer service, keyboarding, and data entry responsibilities.

Physical Requirements:

Location:

Valley Center Tower

Work City:

Murray

Work State:

Utah

Scheduled Weekly Hours:

24

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$18.00 - $27.42

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.

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.

All positions subject to close without notice.