PS Customer Advocate Spec

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Open Date 04/12/2024 Requisition Number PRN38239B Job Title PS Customer Advocate Spec Working Title Customer Advocate Spec I Job Grade UGR FLSA Code Nonexempt Patient Sensitive Job Code? Yes Standard Hours per Week 40 Full Time or Part Time? Full Time Shift Day Work Schedule Summary

Monday

• Friday; current shifts include 8:00 am

• 4:30 pm; 8:30 am

• 5:00 pm; and 8:45 am

• 5:15 pm. Schedule will be determined based on call center needs.

VP Area U of U Health

• Academics Department 00848 - Pediatric Administration Location Other City Salt Lake City, UT Type of Recruitment External Posting Pay Rate Range $18.00 - $23.23 Close Date Open Until Filled Yes Job Summary

Position 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. Regular, punctual, and on-site attendance is required.

The University of Utah offers a comprehensive benefits package including:

• Excellent health care coverage at affordable rates

• 14.2% retirement contributions that vest immediately

• Generous paid leave time

• 11 paid Holidays per year

• 50% tuition reduction for employee, spouse, and dependent children

• Flex spending accounts

• 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.

Responsibilities

Essential Functions:

Patient Scheduling

• 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.

Referral Processing

• 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 in order to gather necessary medical information.

• Handles all customer contacts in a timely and efficient manner. Customer contacts include processing/scheduling referrals, sending provider messages, researching customer inquiries, and complaint and feedback calls.

• 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.

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Comments:

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.

The above job description reflects the general physical and mental demands and environmental conditions required to perform the essential functions for this position. Nothing in this job description restricts management's right to assign or reassign duties to this job at any time. 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. A qualified applicant must be able to perform the essential functions of the job, with or without a reasonable accommodation.

Minimum Qualifications

Required:

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).

Preferred:

Experience with Epic and Outlook.

This position is patient-sensitive and must fulfill all associated vaccination requirements, or be approved for an exemption, prior to the first day of work. We protect our patients, coworkers and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences

Department Preferences:

• 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 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

Applicants will be screened according to preference.

Type Benefited Staff Special Instructions Summary Additional Information

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 Human Resources at (801) 581-7447 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 University Human Resource Management at (801) 581-7447 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.

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 patients.

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.

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 or 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: https://www.utah.edu/nondiscrimination/

Online reports may be submitted at oeo.utah.edu

https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

• Do you have two years of experience in communications, customer service, a related medical field, or the educational equivalency.

• Yes

• No

• Do you have patient scheduling experience?

• Yes

• No

• What is your typing speed?

• 50+ wpm

• 40-50 wpm

• 25-40 wpm

• 0-25 wpm

• Do you have 10-key by touch typing skills?

• Yes

• No

• Please indicate your level of experience and expertise working with the Microsoft Office suite:

• None

• Minimal

• Moderate

• Extensive

• Indicate you level of proficiency in the Spanish language:

• Elementary Proficiency

• Limited working proficiency

• Professional working proficiency

• Full professional proficiency

• Native or Bilingual proficiency

• How did you hear about this position? Please specify the name of the job board, community, education, government agency, search engine, etc. used to find out about this position.

(Open Ended Question)

Applicant Documents

Required Documents

• Resume

Optional Documents

• Cover Letter

• Appropriate discharge document (such as a DD-214 - Member Copy 4)

• Veteran Only

• Call 801.581.2169

• Addendum to the University of Utah

• Veteran Only

• Call 801.581.2169 after submission