Patient Relations Specialist

University of Utah Health•Salt Lake City, UT

About The Position

The Patient Relations Specialist serves as the initial point of contact for patients arriving at their care destination. The role focuses on greeting and registering patients, scheduling basic appointments, managing phone communications, collecting payments, and supporting check-in. Patient interaction is primarily limited to the check-in process. The specialist follows supervisor guidance and department protocols, exchanges information to support smooth clinic operations, assists with patient interactions, and oversees the waiting room. The University of Utah is a Level 1 Trauma Center, nationally recognized for academic research, quality standards, and patient experience. Its five hospitals and eleven clinics provide comprehensive services, medical advancement, and patient care.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a healthcare or customer service role.
Basic understanding of clinic scheduling, registration, and referral processes in Epic.
Basic knowledge of insurance entry and verification processes in Epic.
Familiarity with MyChart and kiosks.
Excellent communication and interpersonal skills.
Strong organizational and time-management skills.
Ability to handle financial transactions accurately.
Ability to multitask and manage multiple responsibilities efficiently.
Ability to provide clear instructions and guidance to patients.
Ability to facilitate effective communication between patients and clinical teams.
Ability to meet the position's physical requirements with or without an accommodation, including light work up to 20 pounds and extended standing.

Responsibilities

Greet and assist patients and visitors with check-in, completing registration steps in Epic, including insurance verification, demographic updates, obtaining signatures, and collecting point-of-service payments.
Communicate with clinic staff, providers, and care teams to support smooth processes and positive experiences.
Schedule appointments, including follow-up visits, and coordinate visits with doctors, radiology, and labs when needed.
Manage waitlists and basic referral coordination as needed.
Answer phone calls, address voicemails, and handle telephone encounters efficiently.
Reconcile appointment statuses, close and reconcile cash drawers, and ensure accurate financial reporting.
Assist patients with MyChart and kiosk self-registration and arrival processes, explain forms and requirements, and troubleshoot issues.
Help patients complete questionnaires and release forms, guide them to the correct areas, and provide wayfinding support.
Review and refine scheduling to optimize appointments and ensure accuracy.
Support patient interactions and oversee the waiting room.