PS Customer Advocate Spec III

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

Job summary

Join a forward-thinking institution as a PS Customer Advocate, where you'll provide exceptional support to patients seeking specialty care. This role involves managing patient communications, scheduling appointments, and ensuring a seamless flow of information between patients and providers. You'll be a key player in fostering a compassionate environment while maximizing efficiency in the Faculty Practice Clinic. With a focus on customer service excellence, you'll help improve access to quality healthcare for diverse communities. If you're passionate about making a difference and thrive in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• Two years of experience in customer service or a related field.
• Strong communication skills and ability to handle customer inquiries.

Responsibilities

• Provide customer service support for patients seeking specialty care.
• Schedule patient appointments and manage referrals efficiently.

Skills

Customer Service

Communication

Scheduling

Epic Software

Microsoft Office

Problem Solving

Education

High School Diploma or Equivalent

Two years of related experience

Tools

Epic

Outlook

Microsoft Office

Job description

Working Title: PS Customer Advocate Spec III- Faculty Practice

Job Grade: UGR

FLSA Code: Nonexempt

Patient Sensitive Job Code: Yes

Standard Hours per Week: 40

Full Time or Part Time: Full Time

Shift: Day

Work Schedule Summary: Monday – Friday. Hours may vary based on clinic needs.

VP Area: U of U Health - Academics

Department: 01478 - SOD - EDUCATION

Location: Salt Lake City, UT

Type of Recruitment: External Posting

Pay Rate Range: $19.27 - $25.00

Close Date: 02/11/2025

Job Summary

This position provides triaging and customer service support for patients seeking specialty care in the University of Utah School of Dentistry Faculty Practice Clinic. This position provides excellent customer-focused service by handling inbound and outbound telephone calls, patient scheduling, provider messaging, and managing referrals for patients seeking specialty care. This position maximizes efficiency by facilitating and ensuring the accuracy of the information flow between patients and providers.

This position will also be eligible for a lead differential for specific projects and responsibilities to assist the Clinic Manager in their absence or as needed. Lead differential pay will be at the discretion of the manager.

This is an on-site position.

As a member of the School of Dentistry team, you are expected to form positive and productive relationships with peers, students, and leadership to support the mission, vision, values, and PROMISE standards of the organization. You are expected to encourage and foster a supportive and compassionate environment for all patients, students, faculty, staff, and the communities we serve.

Responsibilities

Essential Functions:

1. Supports overall referral coordination for patients seeking specialty with the University of Utah School of Dentistry Faculty Practice Clinic.
2. Answers inbound calls.
3. Acts as a liaison between providers and patients in the coordination of patient care.
4. Schedules and completes patient registration in Epic.
5. Provides excellent customer service for patients seeking specialty care by resolving concerns and responding to inquiries in a professional and engaging manner.
6. Coordinates services provided to patients according to policies and procedures, and provides customer education as needed.
7. Maintains excellent schedule adherence and productivity standards.
8. 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.
9. Performs other administrative or clerical duties and projects as assigned by the manager.

Problem Solving

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 proficiency in all essential computer and telephone applications including Epic, Outlook, and Microsoft Office.

Demonstrated ability to type at least 45 WPM.

Demonstrated 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.

Demonstrated excellent knowledge of organizational services, locations, specialties, and workflows.

Demonstrated excellent knowledge of scheduling and messaging processes and procedures.

Ability to verbalize empathy.

Ability to assimilate data from various sources.

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).

Nine months of experience scheduling and messaging within the organization.

Preferences:

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.

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.

Contact Information

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