University of Utah Health Operator I in SALT LAKE CITY, Utah

Overview:

As a patient-focused organization, the University of Utah Health Care exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health Care seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

This position is responsible for excellent, customer-focused service by handling inbound telephone calls. The incumbent navigates the customer through the system, facilitates provider messaging, and performs other general operator service functions. This position makes a difference for customers by providing excellent service and 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.

Responsibilities:

  • Provides general operator services.

  • 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 customer contacts in a timely and efficient manner. Customer contacts include patient and staff transfers, provider messaging, inquires, complaints and feedback calls.

  • Participates in weekly learning components and ongoing training opportunities.

  • Performs other administrative or clerical duties and projects as assigned.

Knowledge / Skills / Abilities

  • Demonstrated passion for providing 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.

Qualifications:

Qualifications

Required

  • One year of customer service, call center or medical clinic experience.

Qualifications (Preferred):

Preferred

  • Experience with Epic and Outlook.

  • Associate's degree in Communications, Business, or a related, medical field.

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, Far Vision, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling

Requisition Number 25804

Reg/Temp Regular

Employment Type PRN

Shift Variable

Work Schedule Variable schedule based on PRN availability and department needs.

Location Name Information Technology Services

Patient Care? No

City SALT LAKE CITY

State UT

Department UUH ISC 16K TELEPHONE & COMM

Category Customer Service

The University of Utah Health Care is an Affirmative Action/Equal Opportunity employer. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. The University of Utah Health Care is committed to diversity in its workforce. Women and minorities are encouraged to apply.