Patient Relations Specialist

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 position 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 desk operations including, but not limited to, all phases of the patient registration and scheduling process. They will also advise patients on financial obligations which may include the establishment of payment plans. The core responsibilities of this role maximize efficiency through facilitating and ensuring the accuracy of the information flow between medical staff, hospital staff, and other various departments.

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

• Greets and directs patients to their correct destinations both in person and over the phone. Anticipates the needs of the patients and guests then responds in an accurate and timely manner.

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

• Schedules patient appointments and contacts patients for rescheduling, missed appointments, and appointment reminders.

• Completes patient admission and registration process by reviewing accounts and other compliance-related documents for completeness and accuracy. Obtains and documents missing information required for registration.

• Verifies patient benefits and eligibility, when needed. Collects all necessary co-pays, deductibles, and co-insurance, as needed. Responds to questions regarding accounts status, payment arrangements, and concerns. Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.

• Reconciles cash against daily charge and cash reports.

• Monitors patient flow, adjusts workflows, and notifies the clinical staff of any pertinent information and changes.

• Acts as a liaison between patients, guests, back office staff and providers.

• Assists patients with automated medical record access, as needed.

• Manages inventory and maintenance.

• May be required to drive patients from the hospital to designated locations.

• Performs other duties, as required.

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 communicate with patients in a confidential, professional manner using tact and diplomacy.

• 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 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.

Qualifications

Qualifications Required

• 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 areas.

Qualifications (Preferred)

Working Conditions and Physical Demands

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

• This position involves light work that may exert up to 20 pounds and may consistently require light work involving lifting, carrying, pushing, pulling, or otherwise moving objects. This position involves standing for extended periods of time and is not exposed to adverse environmental conditions.

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking

Multi-lingual Candidates Welcomed

To inquire about this posting, email: careers@hsc.utah.edu

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 and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patient populations.

All qualified individuals 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 (OEO). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at:www.utah.edu/nondiscrimination/

Online reports may be submitted atoeo.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 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 81910
Reg/Temp Regular
Employment Type Full-Time
Shift Day
Work Schedule M F 8-5_
Clinical/Non-Clinical Status Non-Clinical
Location Name Primary Children's Hospital - Lehi
Workplace Set Up On-site
City Lehi
State UT
Department MOR OPC 31C PEDS OPHTHALMOL
Category Customer Service
Workplace Set Up On-site