University of Utah Call Center Specialist in Salt Lake City, Utah
Open Date 09/25/2020
Requisition Number PRN24385B
Job Title PS Outpatient Svcs. Specialist
Working Title Call Center Specialist
Job Grade UGR
FLSA Code Nonexempt
Patient Sensitive Job Code? Yes
Standard Hours per Week 40
Full Time or Part Time? Full Time
Work Schedule Summary
Monday through Friday 8:00AM to 5:00PM
May require some days at 7:30AM or until 5:30PM
VP Area U of U Health - Academics
Department 01478 - SOD - EDUCATION
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range 14.00 - 17.00
Open Until Filled Yes
The Outpatient Services Specialist provides exceptional care for our patients and guests by offering them professional service and creating a memorable patient experience. The incumbent accurately and professionally handles call center operations including, but not limited to, inbound and outbound calls, all phases of the patient registration, scheduling, and payment collection processes. The core responsibilities of this role maximize efficiency through facilitating and ensuring the accuracy of the information flow between patients, dental staff, and other various departments.
This is a call center position servicing patient scheduling needs.
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. Employees may be required to assist in other areas of the clinic as needed.
1.Schedules patient appointments and contacts patients for rescheduling, missed appointments and appointment reminders.
2.Corresponds with providers and staff via email, phone, and electronic medical records.
3.Maintains and utilizes worklists, including reminder calls, waitlists, referrals, and insurance verification.
4.Communicates with patients in a confidential, professional manner using empathy, tact, and diplomacy.
5.Acts as a liaison between patients, guests, back office staff, students, and providers.
6.Verifies patient benefits and eligibility, when needed.
7.Assists patients with automated medical record access, as needed.
8.Maintains accurate registration by completing assigned work queues.
9.Responds to questions regarding account status and concerns. Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.
10.Performs other administrative duties, as required.
11.Assists in the orientation, education, and training of dental students, residents, and staff on clinical procedures and protocols.
12.Adheres to standards set by OSHA , HIPAA , FERPA , CODA , and other standards.
13.Participates and contributes in committees and discussions regarding clinic operations, protocols, and/or quality assurance.
Call Center Responsibilities:
1.Answers and triages a high volume of incoming calls from patients, providers, pharmacies, labs, etc.
2.Schedules and completes full registration for patients for multiple clinics in the department of oral health.
3.Appropriately disseminates information of processes and protocols to patients as pertains to the various oral health sites.
4.Verifies account balances and collects overdue payments.
5.Quickly and effectively switches between calls and other assigned tasks.
6.Maintains and completes administrative task lists as assigned.
Knowledge / Skills / Abilities:
Demonstrated potential ability to perform the essential functions of the job as outlined above.
Ability to maintain a professional demeanor in stressful or difficult situations.
Ability to provide care appropriate to the patient demographic served.
Ability to display active listening and verbalize empathy while developing relationships with patients, guests and coworkers.
Ability to assess data regarding the patient’s status and provide care, as detailed in the department’s policies and procedures manual.
Demonstrated excellent communication, interpersonal, organizational and follow-through skills.
Ability to be highly motivated and pay attention to detail with a passion to provide excellent customer service in a fast paced and evolving environment.
Ability to work efficiently and independently.
Demonstrated computer skills and an ability and willingness to learn new applications and software, procedures and processes.
Ability to assimilate data from various sources.
Demonstrated knowledge of HIPAA regulations to ensure that patient information is guarded and respected.
Ability to navigate a facility with multiple providers and services.
This position requires daily problem solving skills and multi-tasking. Must be able to maintain professional demeanor in stressful or difficult situations.
One year of continuous office experience or equivalency; basic computer skills; and successful completion of a medical terminology course provided by the hospital within the first year of employment required. Demonstrated human relation and effective communication skills are also required.
Experience with ICD -10 and CPT 4 coding may be preferred.
One year experience in patient registration, admitting or related work may be preferred.
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.
Care is appropriate to the population served
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Dental office experience preferred
Epic experience preferred
Bilingual in Spanish preferred
Type Benefited Staff
Special Instructions Summary
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The University of Utah is an Affirmative Action/Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, University of Utah policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.
To inquire about this posting, email: email@example.com or call 801-581-2300. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. To request an accommodation or for further information about University AA/EO policies, please contact the Office of Equal Opportunity and Affirmative Action, 201 S. Presidents Cr., Rm 135, (801) 581-8365 (V/ TDD ), email: firstname.lastname@example.org .
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.
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.