Patient Relations Specialist

Overview

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. The values of compassion, collaboration, innovation, responsibility, integrity, quality and trust are integral to our mission. EO/AA

This position provides exceptional care for patients and guests by offering 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 advise patients on financial obligations which may include the establishment of payment plans. The core responsibilities maximize efficiency by facilitating and ensuring the accuracy of information flow between medical staff, hospital staff, and other departments.

Corporate Overview:
The University of Utah is a Level 1 Trauma Center nationally recognized for academic research, quality standards and patient experience. Our five hospitals and eleven clinics provide excellence in services, medical advancement, and outcomes.

• Greets and directs patients to their correct destinations in person and over the phone. Anticipates patient and guest needs and responds accurately and timely.
• 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 by reviewing accounts and compliance-related documents for completeness and accuracy. Obtains and documents missing information required for registration.
• Verifies patient benefits and eligibility as needed. Collects 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 to the appropriate individual for resolution.
• Reconciles cash against daily charge and cash reports.
• Monitors patient flow, adjusts workflows, and informs clinical staff of 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.

• 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 listen actively and display empathy while developing relationships with patients, guests and coworkers.
• Ability to communicate with patients in a confidential, professional manner using tact and diplomacy.
• Ability to assess data regarding the patient's status and provide care per department policies and procedures.
• Demonstrated excellent communication, interpersonal, organizational and follow-through skills.
• Motivation and attention to detail with a passion to provide excellent customer service in a fast-paced environment.
• Ability to work efficiently and independently.
• Demonstrated computer skills and willingness to learn new applications, procedures and processes.
• Ability to assimilate data from various sources.
• Knowledge of HIPAA regulations to protect patient information.
• Ability to navigate a facility with multiple providers and services.

Required

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

Preferred

Employee must be able to meet the following requirements with or without an accommodation. This position involves light work that may exert up to 20 pounds and may require lifting, carrying, pushing, pulling, or moving objects. This position involves standing for extended periods and is not exposed to adverse environmental conditions.

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking

Multi-lingual candidates welcomed.

To inquire about this posting, please email careersh.edu

University of Utah Health Hospitals and Clinics, a part of The University of Utah, values candidates who have experience working with diverse populations and a strong commitment to improving access to higher education and quality healthcare. All qualified individuals are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.

Reasonable accommodations in the application…