Job Information

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


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

For use in RCSS only. The Patient Relations Advocate I processes a variety of account transactions. Transactions are handled with minimal supervision, exercising independent judgment. The position provides a high degree of patient satisfaction through prompt, courteous, and friendly service. Patient relationship building and positive outcome is expected for every call.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.


  • 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 the revenue cycle.

  • Maintains clear documentation of customer encounter, and enters into Epic.

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

  • Responds to inquiries in a timely fashion.

  • 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 events within Epic.

  • Takes ownership for the quality and timeliness of work.

  • Effective time management skills.

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


Qualifications Required

  • Four years of customer service experience.

  • Completion of the Customer Service Program within six months.

Qualifications (Preferred)


  • Associate's degree in Communications, Business, or the equivalency.

  • Two years of medical accounts receivable experience.

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

Multi-lingual Candidates Welcomed

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EEO Statement

University of Utah Health Hospitals and Clinics, a part of 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.

University of Utah Health Hospitals and Clinics, a part of 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, please contact the University of Utah Health Hospitals and Clinics Human Resources office at 801-581-6500.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:

Sherrie Hayashi

Director/ Title IX Coordinator

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

383 University Street, Level 1 OEO Suite

Salt Lake City, UT 84112


Online reports may be submitted

For more information:

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 Hospitals and Clinics Human Resources at (801) 581-6500 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 Hospitals and Clinics Human Resources at (801) 581-6500 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.

Requisition Number 57717

Reg/Temp Regular

Employment Type Full-Time

Shift Day

Work Schedule M-F 9 AM - 5:30 PM

Location Name Business Services Building

Workplace Set Up Hybrid


State UT


Category Customer Service