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 provides excellent customer-focused service by handling inbound telephone calls, supporting weekday call centers, University and Huntsman Cancer Hospital, providing accurate and detailed messaging services, and utilizing Epic to respond to patient inquiries. The incumbent navigates the customer through the system utilizing provided resources. This position makes a difference for customers by maximizing efficiency by ensuring the accuracy of the information flow between different staff and departments. 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 Answers incoming telephone calls on a multi-line system.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 customer contacts in a timely and efficient manner. Customer contacts include patient and staff transfers, provider messaging, inquiries, complaints and feedback calls.Participates in weekly learning components and ongoing training opportunities.Performs other administrative or clerical duties and projects as assigned.Communicates with patients in a confidential, professional manner using tact and diplomacy when paging on call providers for medical concerns.Utilizes Epic to assist the Clinical Neurosciences Center in new patient referral services, and urgent clinical messages.Operates as an answering service, providing telephone and paging support for specific hospital departments and clinics, including but not limited to the 24 hour answering service and evening answering service lines.Knowledge / Skills / AbilitiesAbility 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 verbalize empathy.Demonstrated excellent listening skills that enable appropriate responses to customer requests.Demonstrated computer literacy, including a working knowledge of Microsoft Office applications.Ability to type at least 40 WPM.Ability to assimilate data from various sources.Demonstrated knowledge and ability to apply the processes, activities, and tools associated with managing customer requests.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.Ability to utilize Epic to assist patients when appropriate and understanding HIPAA regulations to ensure patient information is guarded and respected. Qualifications QualificationsRequiredOne year of call center, medical clinic experience, or customer service (including retail, security, and other customer facing positions).Completion of the University of Utah Health Hospitals and Clinics Communication Services Specialist afterhours paging training. Qualifications (Preferred) PreferredExperience with Outlook.Experience with Epic.Two months of experience in a Communication Services Specialist I position.Working Conditions and Physical DemandsEmployee 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 Carrying, Climbing, Color Determination, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Walking Options Apply for this job onlineApplyShareRefer this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed
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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 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 (OEO/AA). 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 at oeo.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.
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