Communication Services Specialist II (Full Time - PM - Evening)

University of Utah Health•Salt Lake City, UT

11d•Onsite

About The Position

Nutrition Care Services is hiring for Call Center Agents which will be located within the University of Utah Hospital. Job Summary:Provides communication services support within a centralized hospital call center environment. Responsible for answering inbound calls, entering information into clinical and non-clinical systems, and delivering high-quality customer service in accordance with departmental standards. This position supports Nutrition Care Services operations by managing inbound patient meal ordering calls within a centralized call center environment. This role serves as a key point of contact for patients and care teams, ensuring accurate order entry, assisting NCS with patient reports including missed meal reports and insulin management reports. Exceptional customer service and adherence to established service level standards is required. Internal Applicants• Internal candidates are encouraged to apply• This role is a competitive transfer into Telecommunications• All applicants must meet minimum qualifications• Selection is based on experience, qualifications, and operational needs Schedule• Positions support a 7-day operation, Call Center is open (7am~8pm)• Multiple schedules available, including morning, mid-day, and evening shifts• Weekend and holiday coverage required based on Hospital operational needs• Final schedules determined by department staffing requirements Training• Completion of Telecommunications onboarding required• Department-specific training provided prior to independent call handling• Agents will be trained on the NCS food service workflow to understand what happens after an order is placed.• This includes basic awareness of meal production, delivery timing, and common service recovery scenarios.• Workflow familiarity helps agents provide better service, clearer communication, and appropriate escalation.• Ongoing training and support provided Additional Information:This posting may be used to fill multiple current and anticipated openings. Hiring volumes, schedules, and start dates are dependent on operational needs and workforce planning approvals

Requirements

One year of call center, medical clinic experience, or customer service (including retail, security, and other customer facing positions).
Dependent upon department of hire, completion of the University of Utah Health Hospitals and Clinics Communication Services Specialist afterhours paging training may be required.
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.
Ability to utilize Epic to assist patients when appropriate and understanding HIPAA regulations to ensure patient information is guarded and respected.

Nice To Haves

Call center experience in a healthcare setting
Patient-facing food service or nutrition-related experience
Experience working in a metrics-driven environment
Bilingual skills preferred
Language proficiency will be assessed during the screening process
Experience with Outlook.
Experience with Epic.
Two months of experience in a Communication Services Specialist I position.

Responsibilities

Answers incoming telephone calls on a multi-line system.
Provides excellent customer service by resolving concerns and responding to inquiries 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, inquiries, 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.
Utilizes Epic to assist the Clinical Neurosciences Center in new patient referral services, and urgent clinical messages.
Operates as an answering service, providing telephone and paging support for specific hospital departments and clinics, including but not limited to the 24 hour answering service and evening answering service lines.