Customer Advocate Spec

University of Utah; Salt Lake City (UT); On-site; Full time

Job summary

An established industry player is seeking a Customer Advocate Specialist I to join their Pediatric Scheduling team. This entry-level role offers a unique opportunity to support patient scheduling and referrals in a dynamic call center environment. The ideal candidate will learn essential Electronic Medical Record (EMR) processes while providing excellent customer service to patients and families. With a commitment to professional development, this position encourages growth through a defined career ladder. If you are passionate about healthcare and eager to make a difference, this is the perfect opportunity for you.

Benefits

Professional growth and development opportunities

Health benefits

Retirement plan options

Flexible scheduling

Paid time off

Qualifications

• Two years of customer service experience in a medical field is required.
• Familiarity with EMR systems and basic computer skills are preferred.

Responsibilities

• Schedule and register patients for appointments and handle customer inquiries.
• Process referrals and maintain organized work lists for efficient operations.

Skills

Customer Service

Communication Skills

Typing Speed of 40 WPM

Interpersonal Skills

Education

Two years of experience in a related field or equivalency

Tools

Epic

Microsoft Office

Electronic Medical Record (EMR) systems

Job description

Working Title: Customer Advocate Specialist I (CAS I) – Pediatric Scheduling & Pediatric Referrals

Job Grade: UGR

FLSA Code: Nonexempt

Patient Sensitive Job Code: No

Standard Hours per Week: 40

Full Time or Part Time: Full Time

Shift: Day

Work Schedule Summary: Monday – Friday; current shifts include 8:00 am – 4:30 pm; 8:30 am – 5:00 pm; and 8:45 am – 5:15 pm. Schedule will be determined based on call center needs.

VP Area: U of U Health - Academics

Department: 00848 - Pediatric Administration

Location: Salt Lake City, UT

Type of Recruitment: External Posting

Pay Rate Range: $18.00 to $23.23

Close Date: 04/30/2025

Job Summary:

This is an entry-level position that supports one scheduling team and/or one referral rotation. The Customer Advocate Specialist I (CAS I) will learn the essential Electronic Medical Record (EMR) programs and processes required for both patient scheduling (inbound) and referral processing (outbound). Once the CAS I has demonstrated proficiency in basic EMR skills, she/he will be assigned to patient scheduling or referral processing, which will be determined based on mission needs. The CAS I will schedule patients for pediatric subspecialty clinics, triaging patient concerns; or process patient referrals.

The Department offers professional growth and development opportunities, including a defined career ladder.

This position is primarily housed in a call center, separate from clinic locations. Primary job location is 200 S 250 E, Salt Lake City, UT; site rotations are required at Primary Children’s Outpatient Services building at 81 N Mario Capecchi Dr, Salt Lake City, UT.

This position is full-time, 40 hours per week. Regular, punctual, and on-site attendance is required.

Responsibilities:

Essential Functions:

• Schedules and registers patients for one scheduling team.
• Contacts patients for rescheduling, missed appointments, and appointment reminders.
• Maintains and utilizes organized work lists, including reminder calls, wait lists, referrals, registration, insurance verification, and filling clinics.
• Corresponds with physicians and staff via email, phone, and electronic medical records in a professional and timely manner.
• Handles all customer contacts in a timely and efficient manner. Customer contacts include patient scheduling requests, sending provider messages, customer inquiries, complaints, and feedback calls.
• Complies with Federal and University privacy guidelines, including HIPAA, in entering health information into electronic medical records.
• Performs other related scheduling duties as assigned.

Referral Processing:

• Handles inbound calls, electronic and faxed referrals for one referral rotation (each referral rotation includes inbound, outbound, and process tasks, and supports 4-5 different specialties).
• Performs outbound calls to patient families and referring provider offices in order to gather necessary medical information.
• Handles all customer contacts in a timely and efficient manner. Customer contacts include processing/scheduling referrals, sending provider messages, researching customer inquiries, and complaint and feedback calls.
• Verifies patient registration by obtaining current patient demographics and insurance information.
• Schedules patient appointments related to referrals.
• Enters referrals into electronic medical records for tracking and reporting purposes.
• Obtains records for upcoming patient appointments.
• Performs other related referral duties as assigned.

Minimum Qualifications:

Required: Two years of experience in communications, customer service, a related medical field, or equivalency (one year of education can be substituted for two years of related work experience).

Preferred: Experience with Epic and Outlook.

Department Preferences:

• Basic computer skills: familiarity with Microsoft Office and ability to navigate four to eight computer programs simultaneously.
• Experience with Electronic Medical Record system(s) and medical terminology.
• Scheduling and phone customer service experience in a medical office.
• One year of experience in patient registration, admitting, or related work.
• Typing speed of 40 WPM or more and/or ability to use ten-key by touch.
• Excellent interpersonal and communication skills.
• Demonstrated ability to work independently.

Additional Information:

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at [phone] for information. This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.

All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

• * Do you have two years of experience in communications, customer service, a related medical field, or the educational equivalency?
  • Yes
  • No
• * Do you have patient scheduling experience?
  • Yes
  • No
• * What is your typing speed?
  • 50+ wpm
  • 40-50 wpm
  • 25-40 wpm
  • 0-25 wpm
• * Do you have 10-key by touch typing skills?
  • Yes
  • No
• * Please indicate your level of experience and expertise working with the Microsoft Office suite:
  • None
  • Minimal
  • Moderate
  • Extensive
• * Indicate your level of proficiency in the Spanish language:
  • Elementary Proficiency
  • Limited working proficiency
  • Professional working proficiency
  • Full professional proficiency
  • Native or Bilingual proficiency
• * How did you hear about this position? Please specify the name of the job board, community, education, government agency, search engine, etc. used to find out about this position.

  (Open Ended Question)

Required Documents: Resume

Optional Documents: Cover Letter

University Human Resource Management
250 East 200 South, Suite 125 Salt Lake City, UT 84111
Contact us: [phone] By Email: [e-mail]