Being a part of Intermountain Healthcare means joining a world-class team of over 37,500 employees and caregivers while embarking on a career filled with opportunities, strength, innovation, and fulfillment. Our mission is: Helping people live the healthiest lives possible.
Our patients deserve the best in healthcare, and we deliver.
To find out more about us, head to our career site here.
The Care Coordinator is a customer service and patient-focused role that helps us meet our goal of successfully managing the comprehensive care of all of our patients. This postion is respondible for managing inbound and outbound calls to schedule appointments, resolving patient issues when possible, and assisting embedded care teams with care gap outreach campaigns and pre-visit planning. This includes receiving, prioritizing, documenting, and actively resolving caregiver requests. This position works within Clinical Operations to manage information and processes. This position works under the direction of the Central Care Coordination Center and partners with aligned care teams.
Essential Job Duties
Daily monitoring and working of schedule queues to place outbound calls to schedule patient appointments and notify them of appointment information
Receive inbound calls from patients/clinics and assist in resolution of concerns
Prepare, process, and manage patient documentation in electronic medical record system
Engage in pre-visit planning to surface important information to close gaps in patient care
Manage and update patient information in electronic medical records system
Manage patient appointments and referrals throughout system
Work closely and collaboratively with clinic teams
Act as a liaison between the patient and the clinics by providing high levels of customer service and resolving outstanding issues/concerns
Assists caregivers and patients with escalated inquiries via telephone, email, and other technology-enabled avenues in a courteous manner.
Accurately and efficiently processes transactions, answer questions, and resolves concerns for assigned specialty area and other specialty areas as assigned.
Provides navigation support to caregivers on how to use the self-serve portal.
Demonstrated knowledge of HIPAA regulations and maintains the confidentiality of patient information to be compliant with internal policies and procedures.
Provides feedback to Knowledge Repository Content Owner (KRCO) to ensure appropriate direction is provided to caregivers.
Works with other Care Coordinators to develop standard work and best practices.
Provides reports for administration, managers, and Business Partners upon request.
Entry Rate: $15.06
Benefits Eligible: Yes
Shift Details: 95% remote 5% in office in Salt Lake after training
Experience in a customer service role requiring use of enterprise software systems.
Demonstrated proficiency in computer software including word processing, spreadsheets, presentations, and calendaring.
Demonstrated customer service and problem-solving skills.
Experience in a role requiring effective verbal, written, interpersonal communication, and collaboration skills.
Demonstrated skills in diplomacy and discretion with excellent customer relations skills.
Interact with others requiring employee to verbally communicate as well as hear and understand spoken information.
Operate computers, telephones, office equipment, including manipulating paper requiring the ability to move fingers and hands.
See and read computer monitors and documents.
Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.
One year of health care or customer service work experience.
A working knowledge of the healthcare industry, roles, and terminology.
Experience in a role that includes coaching and training others to use enterprise software or case management systems.
All positions subject to close without notice. Intermountain Healthcare prohibits discrimination on the basis of race, ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran status, disability and/or genetic information.
Location: US-UT-Salt Lake City
Activation Date: Thursday, November 7, 2019
Expiration Date: Wednesday, January 1, 2020