University of Utah Health Research
Customer Advocate Specialist
University of Utah Health Research, Salt Lake City, Utah, United States, 84193
Job Title
Customer Advocate Specialist I (CAS I)
Job Summary This is an entry level position that supports one scheduling team and/or one referral rotation. The Customer Advocate Specialist I (CAS I) will learn the essential Electronic Medical Record (EMR) programs and processes required for both patient scheduling (inbound) and referral processing (outbound). Once the CAS I has demonstrated proficiency in basic EMR skills, she/he will be assigned to patient scheduling or referral processing, which will be determined based on mission needs. The CAS I will schedule patients for pediatric subspecialty clinics, triaging patient concerns; or process patient referrals.
The Department offers professional growth and development opportunities, including a defined career ladder. This position is primarily housed in a call center, separate from clinic locations. Primary job location is 200 S 250 E, Salt Lake City, UT; site rotations are required at Primary Children’s Outpatient Services building at 81 N Mario Capecchi Dr, Salt Lake City, UT. This position is full‑time, 40 hours per week, with regular, punctual, and on‑site attendance required.
Responsibilities
Schedules and registers patients for one scheduling team.
Contacts patients for rescheduling, missed appointments and appointment reminders.
Maintains and utilizes organized work lists, including reminder calls, wait lists, referrals, registration, insurance verification, and filling clinics.
Corresponds with physicians and staff via email, phone, and electronic medical records in a professional and timely manner.
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.
Complies with Federal and University privacy guidelines, including HIPAA, in entering health information into electronic medical records.
Performs other related scheduling duties as assigned.
Handles inbound calls, electronic and faxed referrals for one referral rotation (each referral rotation includes inbound, outbound and process tasks, and supports 4–5 different specialties).
Performs outbound calls to patient families and referring provider offices to gather necessary medical information.
Verifies patient registration by obtaining current patient demographics and insurance information.
Schedules patient appointments related to referrals.
Enters referrals into electronic medical records for tracking and reporting purposes.
Obtains records for upcoming patient appointments.
Performs other related referral duties as assigned.
Qualifications
Two years of experience in communications, customer service, a related medical field, or equivalency (one year of education can be substituted for two years of related work experience).
Experience with Epic and Outlook.
Basic computer skills: familiarity with Microsoft Office and ability to navigate four to eight computer programs simultaneously.
Experience with Electronic Medical Record system(s) and medical terminology.
Scheduling and phone customer service experience in a medical office.
One year experience in patient registration, admitting or related work.
Typing speed of 40 WPM or more and/or ability to use ten‑key by touch.
Fluent Spanish speaking skills.
Excellent interpersonal and communication skills.
Demonstrated ability to work independently.
Benefits
Excellent health care coverage at affordable rates.
14.2% retirement contributions.
Generous paid leave time.
11 paid holidays per year.
50% tuition reduction for employees, spouses, and dependent children.
Flex spending accounts.
University‑provided basic employee life insurance coverage equal to a salary of up to $25,000.
Variety of elective insurance coverage, including life insurance, short and long‑term disability, accidental death & dismemberment, accident, critical illness, hospital indemnity, and pet.
Free transit on most UTA services.
Employee discounts on a variety of products and services, including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel.
Professional development opportunities.
Additional benefits information is available at
https://benefits.utah.edu/ .
Additional amenities include a free membership to the onsite fitness center with state‑of‑the‑art equipment; an outdoor patio/terrace featuring seating and outdoor games; and a variety of food truck services.
Workplace and Physical Demands 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. The position involves sitting most of the time and is not exposed to adverse environmental conditions.
Applicants will be screened according to preferences. The University of Utah Health complies with the Americans with Disabilities Act, as amended and Sections 503 & 504 of the Rehabilitation Act, and extends reasonable accommodations to qualified applicants or employees with disabilities.
Application and Legal Information 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.
All qualified individuals are strongly 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.
Additional information about post‑retirement rules and eligibility can be obtained from the Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or the University Human Resource Management at (801) 581-7447.
Successful completion of a criminal background check and/or drug screen may be required.
To request a reasonable accommodation for a disability or if you have experienced discrimination or sexual misconduct, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Absolute Action at
https://www.utah.edu/nondiscrimination/ . Online reports may be submitted at
https://safety.utah.edu/safetyreport .
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industry Higher Education
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Job Summary This is an entry level position that supports one scheduling team and/or one referral rotation. The Customer Advocate Specialist I (CAS I) will learn the essential Electronic Medical Record (EMR) programs and processes required for both patient scheduling (inbound) and referral processing (outbound). Once the CAS I has demonstrated proficiency in basic EMR skills, she/he will be assigned to patient scheduling or referral processing, which will be determined based on mission needs. The CAS I will schedule patients for pediatric subspecialty clinics, triaging patient concerns; or process patient referrals.
The Department offers professional growth and development opportunities, including a defined career ladder. This position is primarily housed in a call center, separate from clinic locations. Primary job location is 200 S 250 E, Salt Lake City, UT; site rotations are required at Primary Children’s Outpatient Services building at 81 N Mario Capecchi Dr, Salt Lake City, UT. This position is full‑time, 40 hours per week, with regular, punctual, and on‑site attendance required.
Responsibilities
Schedules and registers patients for one scheduling team.
Contacts patients for rescheduling, missed appointments and appointment reminders.
Maintains and utilizes organized work lists, including reminder calls, wait lists, referrals, registration, insurance verification, and filling clinics.
Corresponds with physicians and staff via email, phone, and electronic medical records in a professional and timely manner.
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.
Complies with Federal and University privacy guidelines, including HIPAA, in entering health information into electronic medical records.
Performs other related scheduling duties as assigned.
Handles inbound calls, electronic and faxed referrals for one referral rotation (each referral rotation includes inbound, outbound and process tasks, and supports 4–5 different specialties).
Performs outbound calls to patient families and referring provider offices to gather necessary medical information.
Verifies patient registration by obtaining current patient demographics and insurance information.
Schedules patient appointments related to referrals.
Enters referrals into electronic medical records for tracking and reporting purposes.
Obtains records for upcoming patient appointments.
Performs other related referral duties as assigned.
Qualifications
Two years of experience in communications, customer service, a related medical field, or equivalency (one year of education can be substituted for two years of related work experience).
Experience with Epic and Outlook.
Basic computer skills: familiarity with Microsoft Office and ability to navigate four to eight computer programs simultaneously.
Experience with Electronic Medical Record system(s) and medical terminology.
Scheduling and phone customer service experience in a medical office.
One year experience in patient registration, admitting or related work.
Typing speed of 40 WPM or more and/or ability to use ten‑key by touch.
Fluent Spanish speaking skills.
Excellent interpersonal and communication skills.
Demonstrated ability to work independently.
Benefits
Excellent health care coverage at affordable rates.
14.2% retirement contributions.
Generous paid leave time.
11 paid holidays per year.
50% tuition reduction for employees, spouses, and dependent children.
Flex spending accounts.
University‑provided basic employee life insurance coverage equal to a salary of up to $25,000.
Variety of elective insurance coverage, including life insurance, short and long‑term disability, accidental death & dismemberment, accident, critical illness, hospital indemnity, and pet.
Free transit on most UTA services.
Employee discounts on a variety of products and services, including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel.
Professional development opportunities.
Additional benefits information is available at
https://benefits.utah.edu/ .
Additional amenities include a free membership to the onsite fitness center with state‑of‑the‑art equipment; an outdoor patio/terrace featuring seating and outdoor games; and a variety of food truck services.
Workplace and Physical Demands 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. The position involves sitting most of the time and is not exposed to adverse environmental conditions.
Applicants will be screened according to preferences. The University of Utah Health complies with the Americans with Disabilities Act, as amended and Sections 503 & 504 of the Rehabilitation Act, and extends reasonable accommodations to qualified applicants or employees with disabilities.
Application and Legal Information 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.
All qualified individuals are strongly 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.
Additional information about post‑retirement rules and eligibility can be obtained from the Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or the University Human Resource Management at (801) 581-7447.
Successful completion of a criminal background check and/or drug screen may be required.
To request a reasonable accommodation for a disability or if you have experienced discrimination or sexual misconduct, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Absolute Action at
https://www.utah.edu/nondiscrimination/ . Online reports may be submitted at
https://safety.utah.edu/safetyreport .
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industry Higher Education
#J-18808-Ljbffr