PS Customer Advocate Spec

Details

Monday- Friday 8:30am-4:30pm

 

This is a hybrid position with a combination of in-person and remote work days. The regular work schedule is Monday through Friday, 8:30 a.m. to 4:30 p.m. Remote work is subject to the operational needs of the division and the employee’s assigned duties. Employees working remotely are responsible for providing an appropriate workspace, reliable internet connectivity, and any necessary networking capabilities at their remote work location. Employees must also agree to and comply with the University of Utah Campus and University of Utah Health Telecommuting Agreement.

This is a hybrid call center and administrative support position that combines patient scheduling responsibilities with office-based operational and administrative tasks. 

The position provides excellent customer-focused service by handling inbound and outbound telephone calls, coordinating patient scheduling, relaying provider messages, and supporting general operator services. In addition, the role performs assigned office duties to support clinic operations, departmental workflows, and administrative functions.

This position helps maximize efficiency by facilitating the accurate flow of information between patients, providers, hospital staff, and various departments while ensuring high-quality customer service and operational support.

This position has no responsibility for providing direct patient care.

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.

Required:
Two years of experience in communications, customer service, a related medical field, or equivalency (one year of education can be substituted for two years of related work experience).

Preferred:
Experience with Epic and Outlook.

This position is patient-sensitive and must fulfill all associated vaccination requirements, or be approved for an exemption, prior to the first day of work. 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.