Customer Advocate Specialist I

University of Utah Health; Utah; On-site; USD 19,000 - 28,000; Full time

Job summary

University of Utah Health is seeking a patient-focused call center representative to handle inbound and outbound calls for patient scheduling, provider messaging, and general operator services. This role ensures accurate information flow between medical staff and departments, while delivering exceptional customer service.

Responsibilities include resolving inquiries, coordinating services, maintaining productivity, and supporting a busy office environment.

Qualifications

• Minimum one year of experience in communications or customer service in a related medical field or equivalent educational experience.

Responsibilities

• Provides excellent customer service by resolving concerns and inquiries in a professional manner.
• Coordinates services and provides customer education as needed.
• Maintains schedule adherence and productivity standards.
• Handles patient scheduling requests, provider messages, and general inquiries.
• Performs other administrative duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Microsoft Office

Typing 45 WPM

Time management

Multi-tasking

Customer request handling

Tools

Epic

Outlook

Job description

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA This is a call center position servicing patient scheduling needs. This position provides excellent customer-focused service in a call center by handling inbound and outbound telephone calls supporting patient scheduling, provider messaging, and general operator services functions. This position maximizes efficiency by facilitating and ensuring the accuracy of the information flow between medical staff, hospital staff and various departments. This position has no responsibility for providing care to patients.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential Functions

• Provides excellent customer service by resolving concerns and responding to inquires in a professional and engaging manner.
• Coordinates services provided to customers according to policies and procedures, and provides customer education, as needed.
• Maintains excellent schedule adherence and productivity standards.
• Handles all customer contacts in a timely and efficient manner. Customer contacts include patient scheduling requests, sending provider messages, customer inquires, complaints and feedback calls.
• Performs other administrative or clerical duties and projects as assigned by the manager.

Knowledge / Skills / Abilities

• Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.
• Demonstrated excellence in verbal and written communications.
• Ability to respond appropriately to customer requests for one call resolution.
• Demonstrated computer literacy, including working knowledge of Microsoft Office applications.
• Ability to type at least 45 WPM.
• Ability to maintain a professional demeanor and high productivity in stressful or difficult situations.
• Ability to prioritize and multi-task in a fast paced environment.
• Demonstrated ability to apply the processes, activities, and tools associated with managing customer requests.
• Ability to report to work on time and avoid unnecessary absenteeism.

Required Qualifications

• One year of experience in communications, customer service, a related medical field, or the educational equivalency.

Preferred Qualifications (Preferred)

• Experience with Epic and Outlook.

Working Conditions and Physical Demands

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Listening, Pulling and/or Pushing, Sitting, Speaking