Customer Advocate Spec

Monday – Friday; current shifts include 8:00 am – 4:30 pm; 8:30 am – 5:00 pm; and 8:45 am – 5:15 pm. Schedule will be determined based on call center needs.

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, she/he will be assigned to patient scheduling or referral processing, which will be determined 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.

This position is full‑time, 40 hours per week. Regular, punctual, and on‑site attendance is required.

• Variety of elective insurance coverage
  , including life insurance, short and long‑term disability, accidental death & dismemberment, accident, critical illness, hospital indemnity, and pet insurance.
• Employee discounts on a variety of products and services, including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel.

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. Customer contacts include patient scheduling requests, sending provider messages, customer 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 referral rotation includes inbound, outbound and process tasks, and supports 4–5 different specialties).
• Performs outbound calls to patient families and referring provider offices in order to gather necessary medical information.
• Handles all customer contacts in a timely and efficient manner. Customer contacts include processing/scheduling referrals, sending provider messages, researching customer inquiries, and complaint and feedback calls.
• Verifies patient registration by obtaining current patient 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 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…