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

Overview

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.

How to Apply :

• Submit your application online at
• Upload most recent up dated resume with work history and experience.

Responsibilities

• Provides excellent customer service by resolving concerns and responding to inquires 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 inquires, complaints and feedback calls.
• Performs other administrative or clerical duties and projects as assigned by the manager.

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 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 WPM.
• 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.

Qualifications

Qualifications

Required

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

Qualifications (Preferred)

Preferred

Experience with Epic and Outlook.

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

Multi-lingual Candidates Welcomed

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