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 supports clinic operations by greeting and registering patients, scheduling basic appointments, managing phone communications, collecting payments, and overseeing the waiting room. Patient interaction is primarily limited to the check-in process. The specialist follows supervisor instructions and department protocols to help ensure consistent operations and a positive patient experience. University of Utah Health is a patient-focused organization committed to enhancing health and well-being through patient care, research, and education. Its mission relies on collaboration, excellence, leadership, and respect, as well as values including compassion, innovation, responsibility, integrity, quality, and trust. The University of Utah is a Level 1 Trauma Center, and its five hospitals and eleven clinics provide comprehensive services and are recognized for academic research, quality standards, and patient experience.

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 patient tools such as 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.

Responsibilities

Greet and assist patients and visitors with check-in, completing registration steps in Epic, including insurance verification, demographic updates, obtaining signatures on forms, 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 self-registration and arrival processes using MyChart and kiosks; explain forms and requirements and troubleshoot issues.
Help patients complete questionnaires and applicable release forms, direct them to the correct areas, and provide wayfinding support.
Review and refine scheduling to optimize appointments and ensure accuracy.
Oversee the waiting room.