Customer Advocate Specialist III

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. The position provides excellent customer-focused service by handling inbound and outbound telephone calls supporting primary care patient scheduling, provider messaging, and general operator services functions. It maximizes efficiency by facilitating and ensuring the accuracy of the information flow between medical staff, hospital staff, and various departments. As a level three specialist, the incumbent assists in new hire mentoring and onboarding, and provides general mentoring to Customer Advocate Specialist I and II team members. The role also handles escalated patient calls from those team members and supports real-time call handling questions. The incumbent regularly participates in meetings on and off site and has no responsibility for providing care to patients. The University of Utah is a Level 1 Trauma Center, nationally ranked and recognized for academic research, quality standards, and overall patient experience, with five hospitals and eleven clinics providing excellence in comprehensive services, medical advancement, and 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.
• Assists in new hire mentoring and on-boarding by facilitating call observation and providing guidance and feedback.
• Participates in ongoing development and