University of Utah Health Care

  • Communication Services Specialist I

    Requisition Number
    30213
    Reg/Temp
    Regular
    Employment Type
    Part-Time
    Shift
    Variable
    Work Schedule
    Schedule is variable depending on availability and department needs.
    Location Name
    Off-Campus (Other)
    Patient Care?
    No
    City
    SALT LAKE CITY
    State
    UT
    Department
    COR ISC 16K TELEPHONE & COMM
    Category
    Call Center
  • Overview

     

    This part time position provides excellent customer-focused service by handling inbound telephone calls supporting weekday call centers. 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.

     

    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

    Responsibilities

    • Answers incoming telephone calls on a multi-line system.
    • Provides excellent customer service by resolving concerns and responding to inquires 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, inquires, 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.

    Knowledge / Skills / Abilities

    • Ability 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.

    Qualifications

    Qualifications

    Required

    • One year of call center, medical clinic experience, or customer service (including retail, security, and other customer facing positions.

    Qualifications (Preferred)

    Preferred

    • Experience with Outlook.

    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.

    Physical Requirements

    Color Determination, Far Vision, Listening, Manual Dexterity, Near Vision, Sitting, Speaking

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