Customer Advocate Specialist I - (Part Time) Care Navigation Call Center (Guest Communications)

Call Center Representative

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. Work from home opportunities are offered based on performance after at least 90 days of employment. This position is a part time position; 8 weeks of training is required at a full time schedule.

Benefits include saving 50% on tuition (tuition reduced for eligible employees attending the University of Utah), health coverage, dental coverage, life insurance, retirement, paid time off, and 11 paid holidays per year.

University of Utah Health Hospitals and Clinics is an integrated academic healthcare system with five hospitals including a level 1 trauma center, eleven community health centers, over 1,600 providers, and a health plan serving over 200,000 members. University of Utah Health Hospitals and Clinics is nationally ranked and recognized for our academic research, quality standards and overall patient experience. In addition to our clinical delivery system, we have a School of Medicine, School of Dentistry, College of Nursing, College of Pharmacy, and College of Health providing education and training for over 1,250 providers annually. We have over 2 million patient visits annually and research grants exceeding $350 million.

Responsibilities include providing excellent customer service by resolving concerns and responding to inquiries in a professional and engaging manner, coordinating services provided to customers according to policies and procedures, maintaining excellent schedule adherence and productivity standards, handling all customer contacts in a timely and efficient manner, and performing other administrative or clerical duties and projects as assigned by the manager.

Knowledge, skills, and abilities include providing excellent customer service, demonstrated excellence in verbal and written communications, responding appropriately to customer requests for one call resolution, demonstrated computer literacy, ability to type at least 45 WPM, maintaining a professional demeanor and high productivity in stressful or difficult situations, prioritizing and multi-tasking in a fast paced environment, applying the processes, activities, and tools associated with managing customer requests, and reporting to work on time and avoiding unnecessary absenteeism.

Required qualifications include one year of experience in communications, customer service, a related medical field, or the educational equivalency. Preferred experience with Epic and Outlook.

Working conditions and physical demands include being able to meet the requirements with or without an accommodation, this is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects, this position involves sitting most of the time and is not exposed to adverse environmental conditions. Physical requirements include color determination, listening, manual dexterity, near vision, reaching, sitting, speaking.