Communication Services Specialist

Communication Services Specialist I at University of Utah Health
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The role focuses on inbound telephone call support for weekday call centers, enhancing customer experience without providing direct patient care.

As a patient-focused organization, University of Utah Health enhances health and well‑being through patient care, research, and education. Success relies on a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff committed to compassion, collaboration, innovation, responsibility, integrity, quality, and trust integral to its mission. EO/AA.

This position provides excellent customer‑focused service by handling inbound telephone calls supporting weekday call centers. 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.

The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for academic research, quality standards, and overall patient experience. Our five hospitals and eleven clinics provide excellence in comprehensive services, medical advancement, and overall patient outcomes.

• 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.

• 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.

• One year of call center, medical clinic experience, or customer service (including retail, security, and other customer‑facing positions).

• Experience with Outlook.

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.
• This position is for PRN = Per Request Need.

• 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
• Walking

Entry level

Full‑time

Marketing, Public Relations, and Writing/Editing

Hospitals and Health Care