Customer Advocate Specialist I - Bilingual (Full-Time) - Customer Advocate Specialist I / (English/Spanish) - Care Navigation/ Call Center (Guest Communications)

University of Utah Health • South Jordan, UT

19d • Hybrid

About The Position

This is a call center position servicing patient scheduling needs. This position provides excellent customer-focused service in a call center by handling inbound and outbound telephone calls supporting patient scheduling, provider messaging, and general operator services functions. This position maximizes efficiency by facilitating and ensuring the accuracy of the information flow between medical staff, hospital staff and various departments. This position has no responsibility for providing care to patients. This job requires at least 8 weeks of initial training on-site at the Care Navigation Center. Following the required on-site training, work from home opportunities are evaluated on a case-by-case basis in accordance with department policy. Work from home opportunities are offered based on performance after at least 90 days of employment.

Requirements

• One year of experience in communications, customer service, a related medical field, or the educational equivalency.
• 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 respond appropriately to customer requests for one call resolution.
• Demonstrated computer literacy, including working knowledge of Microsoft Office applications.
• Ability to type at least 45 WPM.
• 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.
• Demonstrated ability to apply the processes, activities, and tools associated with managing customer requests.
• Ability to report to work on time and avoid unnecessary absenteeism.

Nice To Haves

• Experience with Epic and Outlook.

Responsibilities

• 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 all customer contacts in a timely and efficient manner. Customer contacts include patient scheduling requests, sending provider messages, customer inquiries, complaints and feedback calls.
• Performs other administrative or clerical duties and projects as assigned by the manager.

Benefits

• Save 50% on Tuition (Tuition reduced for eligible employees attending the University of Utah)
• Health Coverage
• Dental Coverage
• Life Insurance
• Retirement
• Paid Time Off
• 11 Paid Holidays per year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed