Customer Advocate Specialist I

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. We seek staff committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality, and trust that are integral to our mission.

The University of Utah is a Level 1 Trauma Center nationally ranked for academic research, quality standards, and overall patient experience. Our five hospitals and eleven clinics provide excellence in comprehensive services, medical advancement, and patient outcomes.

About the role

This is a call center position servicing patient scheduling needs. The role provides excellent customer-focused service 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 information flow between medical staff, hospital staff, and various departments. This position has no responsibility for providing care to patients.

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, including 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.

Requirements

• One year of experience in communications, customer service, a related medical field, or the educational equivalency.
• Ability to provide excellent customer service and a willingness to go above and beyond to meet customer needs.
• Demonstrated excellence in verbal and written communications.
• Ability to respond appropriately to customer requests for one-call resolution.
• Demonstrated computer literacy, including working knowledge of Microsoft Office applications.
• Ability to type at least 45 WPM.
• 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 processes, activities, and tools associated with managing customer requests.
• Ability to report to work on time and avoid unnecessary absenteeism.

Preferred Qualifications

• Experience with Epic and Outlook.

Working Conditions

• This is a sedentary position in an office setting that may exert up to 10 pounds and may involve lifting, carrying, pushing, pulling, or otherwise moving objects.
• Involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

• Listening
• Sitting
• Speaking