University of Utah Health Care

Returning Candidate?

Exceptional Patient Experience Advocate I

Exceptional Patient Experience Advocate I

Requisition Number 
26348
Reg/Temp 
Regular
Employment Type 
Full-Time
Shift 
Day
Work Schedule 
9-5
Location Name 
Business Services Building
Patient Care? 
No
City 
SALT LAKE CITY
State 
UT
Department 
UUH ISC 10D SELFPAY BUS OFFICE
Category 
Customer Service

More information about this job

Overview

As a patient-focused organization, the University of Utah Health Care 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 Care 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

 

The Exceptional Patient Experience Advocate 1 (EPE Advocate 1) processes a variety of account transactions. Transactions are handled with minimal supervision; exercising independent judgment. Position provides a high degree of patient satisfaction through prompt, courteous and friendly service. Patient relationship building and positive outcome is expected for every call.

Responsibilities

  • Provides excellent customer service by resolving concerns and responding to patient inquires in a professional and engaging manner – the goal is one-call resolution. Patient support may include establishing financial arrangements, researching patient dispute, and/or explanation of Revenue Cycle
  • Clear documentation of customer encounter entered in Epic.
  • Builds rapport with caller by remaining calm, empathetic and displaying patience
  • Timely responses to inquiries
  • Maintains a balance between company policy and customer satisfaction in decision-making. Handles issues with the best interest of both customer and company.
  • Maintains excellent schedule adherence and productivity standards
  • Performs other administrative or clerical duties and projects as assigned by manager

Knowledge / Skills / Abilities

  • Conveys a strong passion for excellent service to build a strong rapport with the patient.
  • Ability to clearly document patient event within Epic
  • Takes ownership for the quality and timeliness of work
  • Time Management
  • The ability to express information in a clear and understandable manner both written and verbally.

Qualifications

Qualifications

Required

  • Four years of customer service experience
  • Completion of Customer Service Program within six months

Qualifications (Preferred)

  • Type a minimum of 45 WPM
  • 2 Years Hospital Billing experience

Working Conditions and Physical Demands

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

  • This is a sedentary position 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

Sitting, Standing