University of Utah Health Exceptional Patient Experience Advocate I in SALT LAKE CITY, Utah

Overview

The Exceptional Patient Experience team is looking for new members to joing their team! This position is part of our Call Center in the Business Services Building downtown Salt Lake City. This position does offer benefits and competitive pau. Patient relationship building and positive outcome is expected for every call. With this in mind, we are looking for candidates with call center experience in Billing, Insurance, Disputes, Customer Service.

As a patient-focused organization, University of Utah Health 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 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

Responsibilities

  • Provides excellent customer service by resolving concerns and responding to patient inquiries in a professional and engaging manner – the goal is one-call resolution. Patient support may include establishing financial arrangements, researching patient dispute, and/or explanation of Revenue Cycle.

  • Clear documentation of customer encounter entered in Epic.

  • Builds rapport with caller by remaining calm, empathetic and displaying patience.

  • Timely responses to inquiries.

  • Maintains a balance between company policy and customer satisfaction in decision-making. Handles issues with the best interest of both customer and company.

  • Maintains excellent schedule adherence and productivity standards.

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

Knowledge / Skills / Abilities

  • Conveys a strong passion for excellent service to build a strong rapport with the patient.

  • Ability to clearly document patient event within Epic.

  • Takes ownership for the quality and timeliness of work.

  • Time Management.

  • The ability to express information in a clear and understandable manner both written and verbally.

Qualifications

Qualifications

Required

  • Four years of customer service experience.

  • Completion of Customer Service Program within six months.

Qualifications (Preferred)

Preferred

  • Associates degree in Communications, Business or related experience.

  • Two years of medical accounts receivable experience.

  • Type a minimum of 45 WPM.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

  • This is a sedentary position 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

Listening, Sitting, Speaking

Requisition Number 30068

Reg/Temp Regular

Employment Type Full-Time

Shift Day

Work Schedule 9-5:30pm

Location Name Business Services Building

Patient Care? No

City SALT LAKE CITY

State UT

Department COR ISC 10D SELFPAY BUS OFFICE

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.