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Description

Inbound call center environment - dual monitor set up with soft phone (headset & digital phone system)

Consistent call volume across different queues

60-85 calls / day / agent

Min performance expectation is 70 calls / day by month 3

Top performers take over 100 calls / day

Also measured on rate of transfer - success rate of resolving call without having to transfer to clinic

Average handle time - goal: under 4 min / call

Schedule adherence - reliability, following schedule for call readiness - "on time" = phone ready!

Centralized call line for all Intermountain clinics

- scheduling patients

- patients could call with symptoms and need notes sent to clinical teams

- may transfer certain calls (not often)

Will work with Primary Care to start, and then be cross trained on different service lines based on performance

Service lines include:

1. primary care team - this is vast majority of calls and mostly senior patients - a lot of apts are sick visits, wellness visits, regular scheduled visits - 3 main types of visits to schedule and will have a template guide for each scenario so they can effectively schedule per provider

2. specialty - cardiology, endo, physical medicine

3. oncology

4. women's health

5. pediatrics

All scheduling is done in EPIC

Phone system is Genesis

CRM is Salesforce

Use MS Office - Teams, Outlook

Do not have to quote co pays or financials but will need to understand whether a provider is contracted with patient's insurance - will reference knowledge base to make sure they can correctly schedule

Skills

customer service, call center, healthcare, healthcare csr, patient services, member services, customer support, customer service oriented, clinic front desk, referrals coordinator, referrals, medical records, EOB, explanation of benefits, customer service skills, inbound call

Top Skills Details

customer service,call center,healthcare

Additional Skills & Qualifications

Minimum Qualifications:

- HS diploma or GED

- 1 year customer service experience involving interactions with customers in person and by phone

- 6 months call center

- must know how to get a call done - manage communication flow, navigate the call flow (handle time)

NICE

- healthcare industry experience - how a clinic works, types of calls they're servicing

(call center experience is more valuable than patient facing healthcare experience)

- EPIC knowledge and experience

Experience Level

Entry Level

Pay and Benefits

The pay range for this position is $20.00 - $21.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Las Vegas,NV.

Application Deadline

This position is anticipated to close on Oct 20, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.