Customer Advocate Specialist I (CAS I) Pediatric Scheduling & Pediatric Referrals

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

Job summary

The University of Utah is seeking a Customer Advocate Specialist I to support pediatric scheduling and referrals. This full-time position requires effective communication skills and customer service experience, with opportunities for professional growth. The role involves scheduling patients, handling referrals, and maintaining EMR systems. A comprehensive benefits package and a defined career ladder are offered.

Benefits

Comprehensive benefits package

Free onsite fitness center membership

Professional development opportunities

Qualifications

• Experience with Electronic Medical Record systems and medical terminology.
• Scheduling and phone customer service experience in a medical office.
• Typing speed of 40 WPM or more.

Responsibilities

• Schedules and registers patients for pediatric clinics.
• Handles customer contacts including scheduling requests and inquiries.
• Processes inbound and outbound referrals.

Skills

Customer Service

Communication

Interpersonal Skills

Fluent Spanish

Education

Two years of experience in communications or related medical field

Tools

Epic

Outlook

Microsoft Office

Job description

Customer Advocate Specialist I (CAS I) Pediatric Scheduling & Pediatric Referrals

Job Summary

Position 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.

The University of Utah offers a comprehensive benefits package including:

• Excellent https://benefits.utah.edu/annual-open-enrollment/ at affordable rates

• https://www.hr.utah.edu/benefits/retire_401aPlan.php that vest immediately

• Generous https://www.hr.utah.edu/benefits/paidLeave.php

• https://www.hr.utah.edu/benefits/holiday.php per year

• https://www.hr.utah.edu/benefits/tuition.php for employee, spouse, and dependent children

• https://www.hr.utah.edu/benefits/fsa.php

• https://www.rideuta.com/Fares-And-Passes/Pass-Programs/UTA-School-Pass-Programs/University-of-Utah on most UTA services

• Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel

• Professional development opportunities

Additional benefits information is available at https://benefits.utah.edu/

Additional amenities include a free membership to the onsite fitness center with state-of-the-art equipment; an outdoor patio/terrace featuring seating and outdoor games; and a variety of food truck services.

Responsibilities

Essential Functions:Patient Scheduling

• 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.

DisclaimerThis job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Comments:Working Conditions and Physical DemandsEmployee must be able to meet the following requirements with or without an accommodation.

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.

The above job description reflects the general physical and mental demands and environmental conditions required to perform the essential functions for this position. Nothing in this job description restricts management's right to assign or reassign duties to this job at any time. The University of Utah Health complies with the Americans with Disabilities Act, as amended and Sections 503 & 504 of the Rehabilitation Act, and extends reasonable accommodations to qualified applicants or employees with disabilities. A qualified applicant must be able to perform the essential functions of the job, with or without a reasonable accommodation.

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.

Preferences

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 medical office

• One year experience in patient registration, admitting or related work

• Typing speed of 40 WPM or more and/or ability to use ten-key by touch

• Fluent Spanish speaking skills

• Excellent interpersonal and communication skills

• Demonstrated ability to work independently

Applicants will be screened according to preferences.

Special Instructions

Requisition Number: PRN41953B

Full Time or Part Time? Full Time

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.

Department: 00848 - Pediatric Administration

Location: Other

Pay Rate Range: $18.00 to $23.23

Close Date: 8/19/2025

Open Until Filled:

To apply, visit https://apptrkr.com/6244975

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