Job Description

University of Utah Job Description

Job Summary

This is a call center position servicing patient scheduling needs. This position provides excellent customer-focused service by handling inbound and outbound telephone calls supporting primary care 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. As a level three specialist, the incument will assist in new hire mentoring and onboarding, and the general mentoring of Customer Advocate Specialist I and II team members. This position is also responsible for handling escalated patient calls from Customer Advocate Specialist I and II team members, and supporting real-time call handling questions. This position will regularly participate in meetings on and off site. This position has no responsibility for providing care to patients.

Qualifications

Required

• Two years of experience in communications, customer service, a related medical field, or the educational equivalency.
• Nine months of experience scheduling and messaging within the organization.

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.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Disclaimer

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.

Essential Functions

• 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.
• Assists in new hire mentoring and on-boarding by facilitating call observation and providing guidance and feedback.
• Participates in ongoing development and training for departmental growth and personal skill development.
• Manages real time call escalation lines for immediate and accurate patient call handling.
• Fully participates in staff development meeting planning, preparing, and presenting in order to improve team participation and engagement in learning and department excellence.

Problem Solving

• 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 proficiency in all essential computer and telephone applications including Epic, Wiki, Outlook, and Microsoft Office.
• Demonstrated ability to type at least 45 WPM.
• Demonstrated 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.
• Demonstrated excellent knowledge of organizational services, locations, specialties, and workflows.
• Demonstrated excellent knowledge of scheduling and messaging processes and procedures.
• Ability to verbalize empathy.
• Ability to assimilate data from various sources.

Comments