Customer Advocate Specialist

Position Summary

This is an entry-level position that supports one scheduling team and/or one referral rotation. The Customer Advocate Specialist I (CAS I) will learn the essential Electronic Medical Record (EMR) programs and processes required for both patient scheduling (inbound) and referral processing (outbound). Once the CAS I has demonstrated proficiency in basic EMR skills, the employee will be assigned to patient scheduling or referral processing based on mission needs.

The CAS I will schedule patients for pediatric subspecialty clinics, triage patient concerns, or process patient referrals.

The Department offers professional growth and development opportunities, including a defined career ladder. This position is primarily housed in a call center, separate from clinic locations. Primary job location is 200 S 250 E, Salt Lake City, UT; site rotations are required at Primary Children's Outpatient Services building at 81 N Mario Capecchi Dr, Salt Lake City, UT. The position is full-time, 40 hours per week.

Regular, punctual, and on-site attendance is required.

University of Utah offers a comprehensive benefits package including:

• Excellent health care coverage at affordable rates
• 14.2% retirement contributions
• Generous paid leave time
• 11 paid holidays per year
• 50% tuition reduction for employees, spouses, and dependent children
• Flex spending accounts
• University-provided basic employee life insurance coverage equal to a salary of up to $25,000
• Variety of elective insurance coverage, including life, short‑ and long‑term disability, accidental death & dismemberment, accident, critical illness, hospital indemnity, and pet insurance
• Free transit on most UTA services
• Employee discounts on a variety of products and services, including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel
• Professional development opportunities

Additional benefits information is available at (Use the "Apply for this Job" box below)./
Additional amenities include a free membership to the onsite fitness center with state‑of‑the‑art equipment, an outdoor patio/terrace featuring seating and outdoor games, and a variety of food truck services.

• Schedules and registers patients for one scheduling team
• Contacts patients for rescheduling, missed appointments, and appointment reminders
• Maintains and utilizes organized work lists, including reminder calls, wait lists, referrals, registration, insurance verification, and filling clinics
• Corresponds with physicians and staff via email, phone, and electronic medical records in a professional and timely manner
• Handles all customer contacts in a timely and efficient manner—patient scheduling requests, provider messages, inquiries, complaints, and feedback calls
• Complies with Federal and University privacy guidelines, including HIPAA, in entering health information into electronic medical records
• Performs other related scheduling duties as assigned

• Handles inbound calls, electronic and faxed referrals for one referral rotation (each includes inbound, outbound, and processing tasks, and supports 4–5 different specialties)
• Performs outbound calls to patient families and referring provider offices to gather necessary medical information
• Handles all customer contacts in a timely and efficient manner—processing/scheduling referrals, sending provider messages, researching inquiries, and complaint/feedback calls
• Verifies patient registration by obtaining current demographics and insurance information
• Schedules patient appointments related to referrals
• Enters referrals into electronic medical records for tracking and reporting purposes
• Obtains records for upcoming patient appointments
• Performs other related referral duties as assigned

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.

Employee must be…