Patient Relations Specialist

University of Utah Health • West Valley City, UT

75d

About The Position

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, integrity, quality and trust that are integral to our mission. EO/AA This position provides exceptional care for our patients and guests by offering them professional service and creating a memorable patient experience. The incumbent accurately and professionally handles all desk operations including, but not limited to, all phases of the patient registration and scheduling process. They will also advise patients on financial obligations which may include the establishment of payment plans. The core responsibilities of this role maximize efficiency through facilitating and ensuring the accuracy of the information flow between medical staff, hospital staff, and other various departments.

Requirements

• One year of office experience, customer service experience, or the equivalency.
• Current, valid Utah driver's license at time of hire may be required in some areas.

Responsibilities

• Greets and directs patients to their correct destinations both in person and over the phone.
• Anticipates the needs of the patients and guests then responds in an accurate and timely manner.
• May be required to utilize, troubleshoot, and assist patients and family with a check-in kiosk.
• Schedules patient appointments and contacts patients for rescheduling, missed appointments, and appointment reminders.
• Completes patient admission and registration process by reviewing accounts and other compliance-related documents for completeness and accuracy.
• Obtains and documents missing information required for registration.
• Verifies patient benefits and eligibility, when needed.
• Collects all necessary co-pays, deductibles, and co-insurance, as needed.
• Responds to questions regarding accounts status, payment arrangements, and concerns.
• Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.
• Reconciles cash against daily charge and cash reports.
• Monitors patient flow, adjusts workflows, and notifies the clinical staff of any pertinent information and changes.
• Acts as a liaison between patients, guests, back office staff and providers.
• Assists patients with automated medical record access, as needed.
• Manages inventory and maintenance.
• May be required to drive patients from the hospital to designated locations.
• Performs other duties, as required.

What This Job Offers