Customer Advocate Specialist I
About the role
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. 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. 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
- 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.