Job Information

University of Utah Outpatient Svcs. Specialist- Call Center Agent in Salt Lake City, Utah


Open Date 07/19/2022

Requisition Number PRN31514B

Job Title PS Outpatient Svcs. Specialist

Working Title Outpatient Svcs. Specialist- Call Center Agent

Job Grade UGR

FLSA Code Nonexempt

Patient Sensitive Job Code? Yes

Standard Hours per Week 40

Full Time or Part Time? Full Time

Shift Day

Work Schedule Summary


VP Area U of U Health - Academics

Department 01478 - SOD - EDUCATION

Location Campus

City Salt Lake City, UT

Type of Recruitment External Posting

Pay Rate Range $16-$19

Close Date

Open Until Filled No

Job Summary

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.

As a member of the School of Dentistry team you are expected to form positive and productive relationships with peers, students and leadership to support the mission, vision, values, and PROMISE standards (\_standards.pdf) of the organization. You are expected to encourage and foster a supportive, anti-racist, equitable, and inclusive environment for our patients, students, faculty, staff, and the communities we serve.



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.

Essential Functions

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.

Problem Solving

This position requires daily problem solving skills and multi-tasking. Must be able to maintain professional demeanor in stressful or difficult situations.

Minimum Qualifications

• One year of office experience, customer

service experience, or the equivalency.

• Current, valid Utah driver’s license at

time of hire may be required in some


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.


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.



Dental office experience preferred

Epic experience preferred

Bilingual in Spanish preferred

Type Benefited Staff

Special Instructions Summary

Additional Information

The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.

Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:

Director/ Title IX Coordinator

Office of Equal Opportunity and Affirmative Action ( OEO /AA)

135 Park Building

Salt Lake City, UT 84112


Online reports may be submitted at

For more information:

To inquire about this posting, email: ( or call 801-581-2300.

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.