Patient Relations Specialist

University of Utah; Salt Lake City (UT); On-site; USD 32,000 - 52,000; Full time

Job summary

University of Utah is seeking a patient access/registration coordinator to assist with desk operations, patient registration, scheduling, and advising patients on financial obligations. The role emphasizes accurate information flow between medical staff, hospital staff, and departments to maximize efficiency.

The incumbent must handle confidential information per HIPAA, provide excellent customer service, and work in a fast-paced hospital environment.

Qualifications

• One year of office experience or customer service experience.
• Ability to provide patient-focused customer service in a hospital setting.
• Experience handling confidential information per HIPAA guidelines.

Responsibilities

• Greet and direct patients and guests in person and by phone.
• Schedule appointments and reschedule as needed; remind on missed appointments.
• Assist with patient registration, eligibility verification, and benefits collection (co-pays, deductibles).
• Explain bills, payment plans, and respond to account-status inquiries.
• Be a liaison between patients, back office staff and providers; maintain accurate records.
• Assist with automated medical record access and inventory management.

Skills

Customer service

Office experience

HIPAA compliance

Discretion/confidentiality

Job description

Priority Review Date (Note - Posting may close at any time)

Job Summary

This position provides exceptional care for our patients and guests by offering them professional service and creating a memorable patient experience. The incumbent accurately and professionally handles all desk operations including, but not limited to, all phases of the patient registration and scheduling process. They will also advise patients on financial obligations which may include the establishment of payment plans. The core responsibilities of this role maximize efficiency through facilitating and ensuring the accuracy of the information flow between medical staff, hospital staff and other various departments.

Responsibilities

Greets and directs patients to their correct destinations both in person and over the phone. Anticipates the needs of the patients and guests then responds in an accurate and timely manner.
May be required to utilize, troubleshoot, and assist patients and family with a check‑in kiosk.
Schedules patient appointments and contacts patients for rescheduling, missed appointments and appointment reminders.
Completes patient admission and registration process by reviewing accounts and other compliance-related documents for completeness and accuracy. Obtains and documents missing information required for registration.
Verifies patient benefits and eligibility, when needed. Collects all necessary co‑pays, deductibles, and co‑insurance, as needed. Responds to questions regarding accounts status, payment arrangements, and concerns. Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.
Reconciles cash against daily charge and cash reports.
Monitors patient flow, adjusts workflows, and notifies the clinical staff of any pertinent information and changes.
Acts as a liaison between patients, guests, back office staff and providers.
Assists patients with automated medical record access, as needed.
Manages inventory and maintenance.
May be required to drive patients from the hospital to designated locations.
Performs other duties, as required.
Demonstrated potential ability to perform the essential functions of the job as outlined above.
Ability to maintain a professional demeanor in stressful or difficult situations.
Ability to provide care appropriate to the patient demographic served.
Ability to display active listening and verbalize empathy while developing relationships with patients, guests and coworkers.
Ability to communicate with patients in a confidential, professional manner using tact and diplomacy.
Ability to assess data regarding the patient’s status and provide care, as detailed in the department’s policies and procedures manual.
Demonstrated excellent communication, interpersonal, organizational and follow‑through skills.
Ability to be highly motivated and pay attention to detail with a passion to provide excellent customer service in a fast‑paced environment.
Ability to work efficiently and independently.
Demonstrated computer skills and an ability and willingness to learn new applications and software, procedures and processes.
Ability to assimilate data from various sources.
Demonstrated knowledge of HIPAA regulations to ensure that patient information is guarded and respected.
Ability to navigate a facility with multiple providers and services.

Minimum Qualifications

One year of office experience, customer service experience, or equivalency (one year of education can be substituted for two years of related work experience).
Current, valid Utah driver’s license at time of hire may be required in some areas.
This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.

Preferences

Experience using Epic preferred

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. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post‑retirement rules and restrictions. Please contact Utah Retirement Systems at [phone] or [phone] or University Human Resource Management at [phone] if you have questions regarding the post‑retirement rules.
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 possess a strong commitment to improving access to higher education.
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.
Consistent with state and federal law, the University of Utah 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. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page.

Online reports may be submitted at https://oeo.utah.edu
https://publicsafety.utah.edu/safetyreport/ This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
As per University of Utah policy 5‑108: Transfer of Benefits Eligible Staff Members , a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.

Required fields are indicated with an asterisk (*).

Required Documents

• Resume

Optional Documents

• Cover Letter
• Historical Only – Do Not Use – See Description for More Information – Appropriate discharge document (such as DD-2214) – Veteran Only
• Historical Only – Do Not Use – See Document Description for More Information – Addendum to the University of Utah – Veteran Only

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