Customer Advocate Specialist ; Care Navigation Call Center; Guest Communications

Overview

We are University of Utah Health. 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 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 role requires 8 weeks of on‑site training.

• Save 50% on Tuition (Tuition reduced for eligible employees attending the University of Utah)
• Health Coverage, Dental Coverage, Life Insurance
• Retirement
• Paid Time Off
• 11 Paid Holidays per year

• 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.

• 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 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 words per minute.
• 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 the processes, activities, and tools associated with managing customer requests.
• Ability to report to work on time and avoid unnecessary absenteeism.

• One year of experience in communications, customer service, a related medical field, or the educational equivalency.

• Experience with Epic and Outlook.

• 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.

Speaking, Color Determination, Listening, Manual Dexterity, Near Vision, Non Indicated, Sitting

To inquire about this posting, email: careersh.edu

University of Utah Health Hospitals and Clinics, a part of The University of Utah, values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patient populations. All qualified individuals are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.

Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. University of Utah Health Hospitals and Clinics, a part of The University of Utah, is an affirmative action/equal opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy‑related conditions, genetic information, or protected veteran's status.

The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.