Patient Scheduling Advocate II - Call Center

University of Utah Health; Salt Lake City (UT); On-site; USD 23,000 - 30,000; Full time

Job summary

University of Utah Health is seeking a patient scheduling call center specialist to handle inbound and outbound calls, support primary care scheduling, provider messaging, and operator services. This role ensures accurate information flow between medical staff and departments.

As a level two specialist, you will mentor new hires and guide the Customer Advocate Specialist I team, handling tier II scheduling for family medicine and specialties.

Qualifications

• One year of experience in communications, customer service, or a related medical field, or educational equivalency.
• Strong verbal and written communication.
• Ability to respond appropriately to customer requests for one call resolution.
• Proficiency in computer and telephone applications including Epic, Wiki, Outlook, and Microsoft Office.
• Typing at least 45 WPM.
• Maintain a professional demeanor and high productivity in stressful situations.
• Ability to prioritize and multitask in a fast paced environment.
• Understanding of scheduling and messaging processes and procedures.
• Punctuality and reliability in attendance.

Responsibilities

• Provides excellent customer service by resolving concerns and responding to inquiries 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 inquiries, complaints and feedback calls.
• Performs other administrative or clerical duties and projects as assigned by the manager.
• Assists in new hire mentoring and onboarding by facilitating call observation and providing guidance and feedback.
• Participates in ongoing development and training for departmental growth and personal skill development.

Skills

Verbal communication

Written communication

Customer service

Epic

Wiki

Outlook

MS Office

Typing 45 WPM

Tools

Epic

Wiki

Outlook

MS Office

Job description

University of Utah Health is seeking a patient scheduling call center specialist to handle inbound and outbound calls, support primary care scheduling, provider messaging, and operator services. This role ensures accurate information flow between medical staff and departments.

As a level two specialist, you will mentor new hires and guide the Customer Advocate Specialist I team, handling tier II scheduling for family medicine and specialties.