Communication Services Specialist II

Overview

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 provides excellent customer-focused service by handling inbound telephone calls, supporting weekday call centers, University and Huntsman Cancer Hospital, providing accurate and detailed messaging services, and utilizing Epic to respond to patient inquiries. The incumbent navigates the customer through the system utilizing provided resources. This position makes a difference for customers by maximizing efficiency by ensuring the accuracy of the information flow between different staff and departments. This position has no responsibility for providing care to patients.

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

• Answers incoming telephone calls on a multi-line system.
• 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 customer contacts in a timely and efficient manner. Customer contacts include patient and staff transfers, provider messaging, inquiries, complaints and feedback calls.
• Participates in weekly learning components and ongoing training opportunities.
• Performs other administrative or clerical duties and projects as assigned.
• Communicates with patients in a confidential, professional manner using tact and diplomacy when paging on call providers for medical concerns.
• Utilizes Epic to assist the Clinical Neurosciences Center in new patient referral services, and urgent clinical messages.
• Operates as an answering service, providing telephone and paging support for specific hospital departments and clinics, including but not limited to the 24 hour answering service and evening answering service lines.

Knowledge / Skills / Abilities

• Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.

• Demonstrated excellence in verbal and written communications.

• Ability to verbalize empathy.

• Demonstrated excellent listening skills that enable appropriate responses to customer requests.

• Demonstrated computer literacy, including a working knowledge of Microsoft Office applications.

• Ability to type at least 40 WPM.

• Ability to assimilate data from various sources.

• Demonstrated knowledge and ability to apply the processes, activities, and tools associated with managing customer requests.

• 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.

• Ability to utilize Epic to assist patients when appropriate and understanding HIPAA regulations to ensure patient information is guarded and respected.

Qualifications

Required

• One year of call center, medical clinic experience, or customer service (including retail, security, and other customer facing positions).
• Dependent upon department of hire, completion of the University of Utah Health Hospitals and Clinics Communication Services Specialist afterhours paging training may be required.

Qualifications (Preferred)

Preferred

• Experience with Outlook.
• Experience with Epic.
• Two months of experience in a Communication Services Specialist I position.

Working Conditions and Physical Demands

Employee must be able to meet the following 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

Carrying, Color Determination, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Walking