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University of Utah Outpatient Svcs. Specialist in Salt Lake City, Utah

Open Date 10/26/2020

Requisition Number PRN24590B

Job Title PS Outpatient Svcs. Specialist

Working Title Outpatient Svcs. Specialist

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

Monday through Friday 8:00AM to 5:00PM

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 14.00 - 17.00

Close Date

Open Until Filled Yes

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 all front desk and call center operations including, but not limited to, 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. The Outpatient Services Specialist will work in a fast-paced, team environment.

This position is considered Category I: Mandatory requirement to often be on campus or health care facilities to support on-site operations at the discretion of the department. Employees hired into this category will be required to be physically located at the work site if they are healthy and without COVID -19 symptoms when required by the department.

When not on site, an employee hired into this role will be responsible for providing space, telephone, printing, networking and/or internet capabilities at the telecommute location and agree to the terms of the University of Utah campus and Health Academics COVID -19 Telecommuting Agreement.

Responsibilities

Disclaimer

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 work-lists, 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.Greets and directs patients to their correct destinations. Anticipates the needs of the patients and guests then responds in an accurate and timely manner.

10.May be required to utilize, troubleshoot, and assist patients and family with check-in kiosk.

11.Completes patient check-in and check-out processes by reviewing accounts and other compliance-related documents for completeness and accuracy. Obtains and documents missing information required for registration.

12.Collects all necessary co-pays, deductibles, and co-insurance, as needed.

13.Reconciles cash against daily charge and cash reports.

14.Maintains accurate and orderly patient medical records ensuring all paperwork is scanned into Epic.

15.Verifies charges are entered into Epic.

16.Responds to questions regarding account status and concerns. Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.

17.Performs other administrative duties, as required.

18.Assists in the orientation, education, and training of dental students, residents, and staff on clinical procedures and protocols.

19.Adheres to standards set by OSHA , HIPAA , FERPA , CODA , and other standards.

20.Participates and contributes in committees and discussions regarding clinic operations, protocols, and/or quality assurance.

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 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.

Preferences

Dental office experience preferred Epic experience preferred Bilingual in Spanish preferred

Type Benefited Staff

Special Instructions Summary

Additional Information

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: employment@utah.edu 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: oeo@umail.utah.edu .

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.

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