University of Utah
PS Outpatient Svcs. Specialist
University of Utah, Salt Lake City, Utah, United States, 84193
Monday – Friday. Hours may vary based on clinic needs. This position may be eligible for a hybrid (in-office and remote) work schedule.VP Area:
U of U Health - AcademicsDepartment:
01478 - SOD - EDUCATIONLocation:
Campus, Salt Lake City, UTType of Recruitment:
External PostingPay Rate Range:
$16.90 - $20.45Close Date:
01/14/2025Job Summary:
The Outpatient Services Specialist – Call Center Agent 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 call center operations including, but not limited to, inbound and outbound calls, all phases of the patient registration, scheduling, and payment collection processes. The core responsibilities of this role maximize efficiency through facilitating and ensuring the accuracy of the information flow between patients, dental staff, and other various departments.This is a call center position servicing patient scheduling needs. 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
Essential Functions:Schedules patient appointments and contacts patients for rescheduling, missed appointments, and appointment reminders.Corresponds with providers and staff via email, phone, and electronic medical records.Maintains and utilizes worklists, including reminder calls, waitlists, referrals, and insurance verification.Communicates with patients in a confidential, professional manner using empathy, tact, and diplomacy.Acts as a liaison between patients, guests, back office staff, students, and providers.Verifies patient benefits and eligibility when needed.Assists patients with automated medical record access as needed.Maintains accurate registration by completing assigned work queues.Responds to questions regarding account status and concerns. Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.Performs other administrative duties as required.Assists in the orientation, education, and training of dental students, residents, and staff on clinical procedures and protocols.Adheres to standards set by OSHA, HIPAA, FERPA, CODA, and other standards.Participates and contributes in committees and discussions regarding clinic operations, protocols, and/or quality assurance.Call Center Responsibilities:Answers and triages a high volume of incoming calls from patients, providers, pharmacies, labs, etc.Schedules and completes full registration for patients for multiple clinics in the department of oral health.Appropriately disseminates information of processes and protocols to patients as pertains to the various oral health sites.Verifies account balances and collects overdue payments.Quickly and effectively switches between calls and other assigned tasks.Maintains and completes administrative task lists as assigned.Knowledge / Skills / Abilities:Demonstrated potential ability to perform the essential functions of the job as outlined above.Ability to maintain a professional demeanor in stressful or difficult situations.Ability to provide care appropriate to the patient demographic served.Ability to display active listening and verbalize empathy while developing relationships with patients, guests, and coworkers.Ability to assess data regarding the patient’s status and provide care, as detailed in the department’s policies and procedures manual.Demonstrated excellent communication, interpersonal, organizational, and follow-through skills.Ability to be highly motivated and pay attention to detail with a passion to provide excellent customer service in a fast-paced and evolving environment.Ability to work efficiently and independently.Demonstrated computer skills and an ability and willingness to learn new applications and software, procedures, and processes.Ability to assimilate data from various sources.Demonstrated knowledge of HIPAA regulations to ensure that patient information is guarded and respected.Ability to navigate a facility with multiple providers and services.Problem Solving:
This position requires daily problem-solving skills and multi-tasking. Must be able to maintain a professional demeanor in stressful or difficult situations.Minimum Qualifications:
One year of office experience, customer service experience, or equivalency (one year of education can be substituted for two years of related work experience).Current, valid Utah driver’s license at time of hire may be required in some areas.This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers, and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.Preferences:
Dental office experience preferred.Epic experience preferred.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.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.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).Posting Specific Questions
Required fields are indicated with an asterisk (*).* Do you have one year of office experience, customer service experience, or the equivalency?
YesNo
* Do you have a valid Utah Driver's License or are you willing to obtain one upon your date of hire?
YesNo
Required Documents:ResumeOptional Documents:Cover LetterAddendum to the University of Utah - Veteran Only - Call 801.581.2169 after submissionAppropriate discharge document (such as a DD-214 – Member Copy 4) – Veteran Only – Call 801.581.2169University Human Resource Management250 East 200 South, Suite 125 Salt Lake City, UT 84111Contact us: (801) 581-2169 By Email: employment@utah.edu
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U of U Health - AcademicsDepartment:
01478 - SOD - EDUCATIONLocation:
Campus, Salt Lake City, UTType of Recruitment:
External PostingPay Rate Range:
$16.90 - $20.45Close Date:
01/14/2025Job Summary:
The Outpatient Services Specialist – Call Center Agent 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 call center operations including, but not limited to, inbound and outbound calls, all phases of the patient registration, scheduling, and payment collection processes. The core responsibilities of this role maximize efficiency through facilitating and ensuring the accuracy of the information flow between patients, dental staff, and other various departments.This is a call center position servicing patient scheduling needs. 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
Essential Functions:Schedules patient appointments and contacts patients for rescheduling, missed appointments, and appointment reminders.Corresponds with providers and staff via email, phone, and electronic medical records.Maintains and utilizes worklists, including reminder calls, waitlists, referrals, and insurance verification.Communicates with patients in a confidential, professional manner using empathy, tact, and diplomacy.Acts as a liaison between patients, guests, back office staff, students, and providers.Verifies patient benefits and eligibility when needed.Assists patients with automated medical record access as needed.Maintains accurate registration by completing assigned work queues.Responds to questions regarding account status and concerns. Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.Performs other administrative duties as required.Assists in the orientation, education, and training of dental students, residents, and staff on clinical procedures and protocols.Adheres to standards set by OSHA, HIPAA, FERPA, CODA, and other standards.Participates and contributes in committees and discussions regarding clinic operations, protocols, and/or quality assurance.Call Center Responsibilities:Answers and triages a high volume of incoming calls from patients, providers, pharmacies, labs, etc.Schedules and completes full registration for patients for multiple clinics in the department of oral health.Appropriately disseminates information of processes and protocols to patients as pertains to the various oral health sites.Verifies account balances and collects overdue payments.Quickly and effectively switches between calls and other assigned tasks.Maintains and completes administrative task lists as assigned.Knowledge / Skills / Abilities:Demonstrated potential ability to perform the essential functions of the job as outlined above.Ability to maintain a professional demeanor in stressful or difficult situations.Ability to provide care appropriate to the patient demographic served.Ability to display active listening and verbalize empathy while developing relationships with patients, guests, and coworkers.Ability to assess data regarding the patient’s status and provide care, as detailed in the department’s policies and procedures manual.Demonstrated excellent communication, interpersonal, organizational, and follow-through skills.Ability to be highly motivated and pay attention to detail with a passion to provide excellent customer service in a fast-paced and evolving environment.Ability to work efficiently and independently.Demonstrated computer skills and an ability and willingness to learn new applications and software, procedures, and processes.Ability to assimilate data from various sources.Demonstrated knowledge of HIPAA regulations to ensure that patient information is guarded and respected.Ability to navigate a facility with multiple providers and services.Problem Solving:
This position requires daily problem-solving skills and multi-tasking. Must be able to maintain a professional demeanor in stressful or difficult situations.Minimum Qualifications:
One year of office experience, customer service experience, or equivalency (one year of education can be substituted for two years of related work experience).Current, valid Utah driver’s license at time of hire may be required in some areas.This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers, and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.Preferences:
Dental office experience preferred.Epic experience preferred.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.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.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).Posting Specific Questions
Required fields are indicated with an asterisk (*).* Do you have one year of office experience, customer service experience, or the equivalency?
YesNo
* Do you have a valid Utah Driver's License or are you willing to obtain one upon your date of hire?
YesNo
Required Documents:ResumeOptional Documents:Cover LetterAddendum to the University of Utah - Veteran Only - Call 801.581.2169 after submissionAppropriate discharge document (such as a DD-214 – Member Copy 4) – Veteran Only – Call 801.581.2169University Human Resource Management250 East 200 South, Suite 125 Salt Lake City, UT 84111Contact us: (801) 581-2169 By Email: employment@utah.edu
#J-18808-Ljbffr