PS Customer Advocate Spec III PS Customer Advocate Spec III

Department 01478 – SOD – EDUCATION Job Summary

This position provides triaging and customer service support for patients seeking specialty care in the University of Utah School of Dentistry Faculty Practice Clinic. This position provides excellent customer-focused service by handling inbound and outbound telephone calls, patient scheduling, provider messaging, and managing referrals for patients seeking specialty care. This position maximizes efficiency by facilitating and ensuring the accuracy of the information flow between patients and providers. 

This position will also be eligible for a lead differential for specific projects and responsibilities to assist the Clinic Manager in their absence or as needed. Lead differential pay will be at the discretion of the manager.

This is an on-site position. 

As a member of the School of Dentistry team you are expected to form positive and productive relationships with peers, students and leadership to support the mission, vision, values, and PROMISE standards of the organization. You are expected to encourage and foster a supportive and compassionate environment for all patients, students, faculty, staff, and the communities we serve.

Responsibilities

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Essential Functions

• Supports overall referral coordination for patients seeking specialty with the University of Utah School of Dentistry Faculty Practice Clinic.
• Answers inbound calls 
• Acts as a liaison between providers and patients in the coordination of patient care.
• Schedules and completes patient registration in Epic.
• Provides excellent customer service for patients seeking specialty care by resolving concerns and responding to inquiries in a professional and engaging manner.
• Coordinates services provided to patients 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.

Problem Solving

• 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 proficiency in all essential computer and telephone applications including Epic, Outlook, and Microsoft Office.
• Demonstrated ability to type at least 45 WPM.
• Demonstrated 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.
• Demonstrated excellent knowledge of organizational services, locations, specialties, and workflows.
• Demonstrated excellent knowledge of scheduling and messaging processes and procedures.
• Ability to verbalize empathy.
• Ability to assimilate data from various sources.

Comments

This is an on-site position. 

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions 

Minimum Qualifications

Required 

Two years of experience in communications, customer service, a related medical field, or equivalency (one year of education can be substituted for two years of related work experience).

Nine months of experience scheduling and messaging within the organization.

Preferences Additional Information

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.

All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action (OEO/AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/

Online reports may be submitted at oeo.utah.edu

https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

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