Customer Advocate Specialist III

Overview

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, integrity, quality and trust that are integral to our mission. EO/AA

This is a call center position servicing patient scheduling needs. This position provides excellent customer-focused service by handling inbound and outbound telephone calls supporting primary care patient scheduling, provider messaging, and general operator services functions. This position maximizes efficiency by facilitating and ensuring the accuracy of the information flow between medical staff, hospital staff and various departments. As a level three specialist, the incumbent will assist in new hire mentoring and onboarding, and the general mentoring of Customer Advocate Specialist I and II team members. This position is also responsible for handling escalated patient calls from Customer Advocate Specialist I and II team members, and supporting real-time call handling questions. This position will regularly participate in meetings on and off site. This position has no responsibility for providing care to patients.

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.

Responsibilities

Essential Functions

• Provides excellent customer service by resolving concerns and responding to inquiries in a professional and engaging manner.
• Coordinates services provided to customers according to policies and procedures, and provides customer education as needed.
• Maintains excellent schedule adherence and productivity standards.
• Handles all customer contacts in a timely and efficient manner. Customer contacts include patient scheduling requests, sending provider messages, customer inquiries, complaints and feedback calls.
• Performs other administrative or clerical duties and projects as assigned by the manager.
• Assists in new hire mentoring and on-boarding by facilitating call observation and providing guidance and feedback.
• Participates in ongoing development and training for departmental growth and personal skill development.
• Manages real time call escalation lines for immediate and accurate patient call handling.
• Fully participates in staff development meeting planning, preparing, and presenting in order to improve team participation and engagement in learning and department excellence.

Knowledge / Skills / Abilities

• Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.

• Demonstrated excellence in verbal and written communications.

• Ability to respond appropriately to customer requests for one call resolution.

• Demonstrated proficiency in all essential computer and telephone applications including Epic, Wiki, Outlook, and Microsoft Office.

• Demonstrated ability to type at least 45 WPM.

• Demonstrated ability to maintain a professional demeanor and high productivity in stressful or difficult situations.

• Ability to prioritize and multi-task in a fast paced environment.

• Demonstrated ability to apply the processes, activities, and tools associated with managing customer requests.

• Ability to report to work on time and avoid unnecessary absenteeism.

• Demonstrated excellent knowledge of organizational services, locations, specialties, and workflows.

• Demonstrated excellent knowledge of scheduling and messaging processes and procedures.

• Ability to verbalize empathy.

• Ability to assimilate data from various sources.

Qualifications

Required

• Two years of experience in communications, customer service, a related medical field, or the educational equivalency.
• Nine months of experience scheduling and messaging within the organization.

Qualifications (Preferred)

Working Conditions and Physical Demands

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

• This is a sedentary position in an office setting 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