Customer Advocate Spec I Job at University of Utah
- Excellent health care coverage at affordable rates
- 14.2% retirement contributions that vest immediately
- Generous paid leave time
- 11 paid Holidays per year
- 50% tuition reduction for employee, spouse, and dependent children
- Flex spending accounts
- Free transit on most UTA services
- Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel
- Professional development opportunities
This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.
- Schedules and registers patients for one scheduling team.
- Contacts patients for rescheduling, missed appointments and appointment reminders.
- Maintains and utilizes organized work lists, including reminder calls, wait lists, referrals, registration, insurance verification, and filling clinics.
- Corresponds with physicians and staff via email, phone, and electronic medical records in a professional and timely manner.
- 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.
- Complies with Federal and University privacy guidelines, including HIPAA, in entering health information into electronic medical records.
- Performs other related scheduling duties as assigned.
Referral Processing
- Handles inbound calls, electronic and faxed referrals for one referral rotation (each referral rotation includes inbound, outbound and process tasks, and supports 4-5 different specialties.
- Performs outbound calls to patient families and referring provider offices in order to gather necessary medical information.
- Handles all customer contacts in a timely and efficient manner. Customer contacts include processing/scheduling referrals, sending provider messages, researching customer inquiries, and complaint and feedback calls.
- Verifies patient registration by obtaining current patient demographics and insurance information.
- Schedules patient appointments related to referrals.
- Enters referrals into electronic medical records for tracking and reporting purposes.
- Obtains records for upcoming patient appointments.
- Performs other related referral duties as assigned.
Comments:
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.
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Required
Two years of experience in communications, customer service, a related medical field, or the educational equivalency.
Preferred
Experience with Epic and Outlook.
- Basic computer skills: familiarity with Microsoft Office and ability to navigate four to eight computer programs simultaneously
- Experience with Electronic Medical Record system(s) and medical terminology
- Scheduling and phone customer service experience in medical office
- One year experience in patient registration, admitting or related work
- Typing speed of 40 WPM or more and/or ability to use ten-key by touch
- Fluent Spanish speaking skills
- Excellent interpersonal and communication skills
- Demonstrated ability to work independently
The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.
Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans 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.
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.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:
Director/ Title IX Coordinator
Office of Equal Opportunity and Affirmative Action (OEO/AA)
383 University Street, Level 1 OEO Suite
Salt Lake City, UT 84112
801-581-8365
oeo@utah.edu
Online reports may be submitted at oeo.utah.edu
For more information: https://www.utah.edu/nondiscrimination/
To inquire about this posting, email: employment@utah.edu or call 801-581-2300.
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
Posting Specific Questions
Required fields are indicated with an asterisk (*).
- * Do you have two years of experience in communications, customer service, a related medical field, or the educational equivalency.
- Yes
- No
- * How many years of related work experience do you have?
- Less than 2 years
- 2 year or more, but less than 4 years
- 4 years or more, but less than 6 years
- 6 years or more, but less than 8 years
- 8 years or more
- * Please indicate your skill level in Microsoft Office applications (Excel, Word, Outlook, etc.):
- Basic
- Intermediate
- Advanced
- * Do you have electronic medical record experience, preferably in iCentra or Epic?
- Yes
- No
- * Do you have patient scheduling experience?
- Yes
- No
- * How many months/years of patient registration, patient admissions, or related work experience do you have?
- No experience
- Less than 6 months
- 6 months or more, but less than 1 year
- 1 year or more, but less than 3 years
- 3 years or more
- * What is your typing speed
(Open Ended Question)
- * Do you have 10-key by touch typing skills?
- Yes
- No
- * Indicate you level of proficiency in the Spanish language:
- Elementary Proficiency
- Limited working proficiency
- Professional working proficiency
- Full professional proficiency
- Native or Bilingual proficiency
- * How did you hear about this position? Please specify the name of the job board, community, education, government agency, search engine, etc. used to find out about this position.
(Open Ended Question)
Applicant Documents
- Resume
- Cover Letter
- Appropriate discharge document (such as a DD-214 – Member Copy 4) – Veteran Only – Call 801.581.2169
- Addendum to the University of Utah - Veteran Only - Call 801.581.2169 after submission
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