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Customer Service

Company: Intermountain Healthcare
Location: Cedar City
Posted on: June 9, 2021

Job Description:

**Job Description:**

Provides superior customer service to all inquiries and questions for members, employer groups, providers, facilities, other departments and teams.

**Successful candidates will receive a $1500 sign-on bonus!!**

**Member Advocate - part time, work at home**

As a Member Advocate you will become an expert in health insurance. You will represent SelectHealth and help members get access to appropriate care by finding providers and scheduling appointments.

Beyond that, in this role, you'll be able to:

+ Help people-our members love our superior service, so this is your opportunity to shine

+ Make a difference-you'll be helping people during good _and_ bad times (think having a baby or experiencing illness)

+ Connect with others-sometimes all it takes is one phone call to create trust with our members

+ Encourage a healthy lifestyle-because we want what's best for our members

+ Support our values-you'll have the chance to exemplify these with each member interaction

In addition to competitive wages, you'll also enjoy great benefits, including:

+ In-office, work from home, or hybrid (3 in-office/2 home) work environment opportunities

+ $1500 sign-on bonus

+ Monthly incentives

+ Referral bonuses

+ Paid time off and holidays

+ Medical and dental insurance

+ 401(k) retirement savings program with an employer match

+ Tuition reimbursement

+ Energetic culture

+ Employee wellness program

+ On-site gym, online wellness classes including fitness, stretching, and mindfulness workshops

+ Monthly wellness webinars

+ Annual employee appreciation week

+ Casual in-office dress code

+ Annual 5k and basketball tournament

+ On-site caf and nearby walking paths

**Job Description**

The Member Advocate provides superior customer service to all SelectHealth members, employer groups, providers, facilities and other SelectHealth departments. As part of Intermountain Healthcare, SelectHealth is more than just an insurance company. We strive to provide our members with affordable health insurance and access to high-quality care, while resolving all concerns in a timely manner. SelectHealth has been named as one of 12 "Best Companies to Work For" by _Utah Business_ magazine for six years in a row.

A Member Advocate assists in directing SelectHealth members to appropriate providers based on the medical and mental health needs of the patient and identifies service options for the member using specific criteria such as urgency, diagnosis, specialty, sub-specialty, provider location, and availability.

Upon hire, we'll provide a 5-week training and mentoring experience. Training includes learning how to provide superior customer service to customer by modeling SelectHealth Service Commitments, being a knowledgeable resource, helping members maximize the value of their plan and navigate the complexities of healthcare, resolving concerns, and maintaining confidentiality. The position involves managing multiple applications, completing follow-up on complicated issues, and working with other teams to deliver superior service. Employees will deliver superior customer service through multiple customer channels such as phone calls, emails, and online chat.

**If selected to advance in the hiring process, this position will include a video interview. Please review your email closely over the next week for a potential invitation from Intermountain Healthcare/HireVue.**

**Entry Rate:** $16/hour; up to **$18.44/hour after 15 months** of employment plus a potential maximum monthly performance-based bonus of $219 shortly after training.

**Benefits Eligible:** Yes - Paid time off, tuition reimbursement, medical, dental, and vision insurance. Some benefits start immediately and others-like medical, dental, and vision-start the first day of the month following start date.

**Shift Details:** Start Date: **July 19** **, 2021** **.** **This is a part time, 20 hour per week position. Employees will begin their employment with a seven-week training class. The training class schedule is Tuesday, Wednesday, Thursday 4:00 p.m. - 9:00 p.m. and Saturdays 9:00 a.m. - 2:00 p.m. Upon completion of the training class, employees may continue with the same work schedule or request a schedule change. SelectHealth Operating Service hours are Monday through Friday 7:00 a.m. to 9:00 p.m. and Saturdays 9:00 a.m. to 3:00 p.m.**

Due to extensive training, no time off will be approved for the first 90 days of employment.

**Job Essentials**

1. Receives incoming calls from members, providers, facilities, employer groups, and other departments. Provides superior customer service that is consistent with policies, company values, and quality standards.

2. Resolves customer's issues on the initial call or provides timely follow-up when additional research is required.

3. Complies with established criteria for response time, handling time, availability, and call flow.

4. Complies with established auditing criteria. Stays current and conversant on general plan design and modifications to provide accurate and appropriate information.

5. Maintains the confidentiality of member's personal information to be compliant with internal confidentiality policy. Maintains customer history in member tracking using correct codes and detailed comments.

6. Educates callers on correct use of their plans, including coverage of benefits, utilization, and administrative guidelines, in collaboration with teammates and other departments. Makes exception/empowerment decisions within the established exception policy.

7. Follows established guidelines to complete pre-notifications/pre-certifications for members and providers.

**Minimum Qualifications**

One year of customer service experience.

- and -

Experience using Microsoft Word and Windows navigation.

**Preferred Qualifications**

Bilingual in English and Spanish.

- and -

Call center or office experience.

**Physical Requirements:**

Physical Requirements

+ Interact with others requiring the employee to communicate information.

+ Operate computers and other office equipment 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.

**Location:**

Cassia Hospital, Cedar City Hospital, Central Office - Las Vegas, Garfield Memorial Hospital, Logan Regional Hospital, McKay-Dee Hospital, Sanpete Valley Hospital, SelectHealth - Franklin, SelectHealth - Idaho, Sevier Valley Hospital, St George Regional Hospital, Utah Valley Hospital

**Work City:**

West Valley City

**Work State:**

Utah

**Scheduled Weekly Hours:**

20

Being a part of Intermountain Healthcare means joining a world-class team of over 38,000 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 (https://intermountainhealthcare.org/careers/?utm_source=Workday&utm_medium=Redirect&utm_campaign=CareerHome_workday) .

**ADA Statement:**

Intermountain Healthcare strives to make the application process accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email recruitment@imail.org . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

**Equal Opportunity Employer**

Intermountain Healthcare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.

All positions subject to close without notice. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status. Women, minorities, individuals with disabilities, and veterans are encouraged to apply.

Thanks for your interest in continuing your career with our team!

Keywords: Intermountain Healthcare, Saint George , Customer Service, Other , Cedar City, Utah

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