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

This position acts as a liaison between patients, patient families, and the organization by initiating and managing the complaint process through the customer service department. This position works with managers and providers as an additional resource to de-escalate dissatisfied patients and families and negotiate resolutions with authority from the Director and/or Manager. Provides basic and complex preventative assessment of processes, procedures and programs including in-service education, consultation, and liaison activities. This position is not responsible for providing patient care.

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

* Evaluates patient relation issues to determine appropriate actions for risk mitigation in coordination with department management or other administrator.

* Investigates complaints, reviews the circumstances with involved parties, and makes recommendations for resolution. May participate in the negotiation of resolution, within authority granted by department management.

* Partners with the Risk Management department in the management of non-litigation, high level complaints and grievances.

* Completes case summaries on all new cases.

* Completes notifications for DNV compliance with tracking and reporting.

* Maintains all files and/or other documents associated with patient relations investigations.

* Assists the director and manager in the preparation of special reports or in response to requests for information.

* Responds to questions from staff relating to general points of protocol.

* Tracks concerns and issues and assists in the preparation of ongoing metrics.

* Reviews variance reports to identify and analyze trends with Quality Improvement and Patient Safety departments.

* Assists in the development of educational programs and provides in-service training on customer service topics, both basic and complex, as needed or requested.

Knowledge / Skills / Abilities

* Ability to perform the essential functions of the job as outlined above.

* Demonstrated human relations and effective communication skills.

* Non-routine problems may be handled independently, but it is expected that such actions will be coordinated with the appropriate officials.

* Ability to learn and gain expertise with the organization and department-specific computer programs.

* Ability to function independently and interdependently within a team, and under minimal supervision.

* Ability to handle highest level of confidential information.

* Demonstrated attention to detail, conflict resolution, and report preparation skills.

Qualifications

Qualifications

Required

* Bachelor's degree in a health care related field, or the equivalency.

* Two years of health care, operational, or business experience.

Qualifications (Preferred)

This position is responsible for the coordination of Huntsman Cancer Institute's mobile mammography patient schedules, intake, and prior imaging. The Patient Coordinator works with various community clinics, service providers, community radiology centers, voucher providers, and patients to ensure timely mobile mammography.

Essential Functions

* Receives, responds to, and directs patient communications, including phone calls, emails, and other interactions.

* Receives, responds to, and directs clinic and guarantor communications, including phone calls, emails, and other interactions.

* Assesses patient questions and ensures the appropriate coordination of the patient experience.

* Schedules patient appointments at specific community clinics and sites.

* Coordinates and refines schedules received from community organizations and proactively verifies patient information and schedule.

* Verifies insurance/voucher information.

* Requests prior imaging.

* Educates patients about what to expect during their mobile clinic visit

* Ensures insurance coverage, resolves any issues with coverage, and escalates complicated issues to manager.

* Assists mobile team with coverage and coordination of schedules.

* May act as a liaison with other care groups such as radiology and primary care

* Position works remotely and on the mobile clinic following in-person training.

Knowledge/Skills/Abilities

* Demonstrated excellent communication, interpersonal, organizational, and follow-through

* Demonstrated work with marginalized patients or communities.

* Ability to be motivated with attention to detail and the ability to work e?ciently and independently, demonstrating a passion for providing excellent customer service.

* Ability to learn new applications and software, procedures and

* Ability to assimilate data from various

* Ability to display active listening and verbalize empathy while developing relationships with patients, guests and coworkers.

* Able to prioritize and multi-task in a fast paced

* Demonstrated knowledge of HIPAA regulations to ensure that patient information is guarded and

This position is responsible for the coordination of Huntsman Cancer Institute's mobile mammography patient schedules, intake, and prior imaging. The Patient Coordinator works with various community clinics, service providers, community radiology centers, voucher providers, and patients to ensure timely mobile mammography.

Required

* Associate's degree in a healthcare, public health, business, communications, related ?eld, or the

* Two years applicable experience.

* Ability to drive University-owned standard vehicle

Preferred

* Bilingual (Spanish) strongly preferred

* Competency in electronic patient charting and

* Experience in a high volume clinical setting, working with low-literacy patients, community clinics, multidisciplinary clinic, or similar customer-facing work involving diverse populations and multiple tasks.

* Working with at-risk and underserved populations

Working Conditions and Physical Demands

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

* This position is remote or working on the mobile mammography bus.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.

* This position is remote or working on the mobile mammography bus.

* This position works in various locations throught Utah and must be able to drive a University-owned vehicle

Physical Requirements

Carrying, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Walking