Patient Relations Specialist

Patient Services Representative

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. EO/AA

This position serves as the initial point of contact for the patient as they arrive at their care destination. Responsibilities include greeting and registering patients, scheduling basic appointments, managing phone communications, and collecting payments according to defined processes. Interaction with patients is primarily limited to the check-in process. The role involves following specific instructions and guidance from supervisors to ensure consistency and adherence to department protocols. Routine tasks include exchanging information to maintain smooth clinic operations, supporting patient interactions, and overseeing the waiting room.

Corporate Overview: 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

Essential Functions:

• Greets and assists patients and visitors with check-in, completing all necessary registration steps in Epic, including insurance verification, demographic updates, obtaining signatures on forms, and point-of-service payments.
• Communicates clearly to clinic staff, providers, and care teams, to support a smooth process and positive experience for everyone.
• Schedules appointments, including follow-up visits, ensuring coordinated visits with doctors, radiology, and labs when needed. Manages waitlist or basic referral coordination as needed.
• Manages phone communications by answering calls, addressing voicemails, and handling telephone encounters efficiently.
• Reconciles appointment statuses, closes and reconciles cash drawers, and ensures accurate financial reporting.
• Assists patients with self-registration and arrival processes (MyChart & kiosks), educates them on forms and requirements, and troubleshoots any issues.
• Assists with completing questionnaires and obtaining applicable release forms, guides patients to correct areas, and provides wayfinding support.
• Reviews and works to refine scheduling to optimize appointments and ensure accuracy.

Knowledge / Skills / Abilities:

• Basic understanding of clinic scheduling, registration, and referral processes in Epic
• Basic knowledge of insurance entry and verification processes in Epic.
• Familiarity with patient tools such as MyChart & kiosks.
• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to handle financial transactions accurately.
• Ability to multitask and manage multiple responsibilities efficiently.
• Ability to provide clear instructions and guidance to patients.
• Ability to facilitate effective communication between patients and clinical teams.

Qualifications

Required:

• High school diploma or equivalent.
• Minimum of 1 year of experience in a healthcare or customer service role.

Qualifications (Preferred)

Working Conditions and Physical Demands:

Employee must be able to meet the following requirements with or without an accommodation.

• This position involves light work that may exert up to 20 pounds and may consistently require light work involving lifting, carrying, pushing, pulling, or otherwise moving objects. This position involves standing for extended periods of time and is not exposed to adverse environmental conditions.

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking