University of Utah Health Care

  • Exceptional Patient Experience Advocate I (Part Time: 1-5pm or 9:30-1:30pm)

    Requisition Number
    29187
    Reg/Temp
    Regular
    Employment Type
    Part-Time
    Shift
    Day
    Work Schedule
    Varying
    Location Name
    Business Services Building
    Patient Care?
    No
    City
    SALT LAKE CITY
    State
    UT
    Department
    COR ISC 10D COLLECTIONS OFFICE
    Category
    Customer Service
  • 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

    For use in RCSS only.

    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 inquiries 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)

    Preferred

    • Associates degree in Communications, Business or related experience.
    • Two years of medical accounts receivable experience.
    • Types at least 45 WPM

    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

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