Customer Advocate Specialist

Job Summary

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, triaging 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.

The University of Utah offers a comprehensive benefits package including: excellent health care coverage at affordable rates, 14.2% retirement contributions that vest immediately, generous paid leave time, 11 paid Holidays per year, 50% tuition reduction for employee, spouse, and dependent children, flex spending accounts, free transit on most UTA services, employee discounts on a variety of products and services, and professional development opportunities.

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.

Responsibilities

Essential Functions: Patient Scheduling

• 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.

Referral Processing

• 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.

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. Comments: 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. The above job description reflects the general physical and mental demands and environmental conditions required to perform the essential functions for this position. Nothing in this job description restricts management's right to assign or reassign duties to this job at any time. The University of Utah Health complies with the Americans with Disabilities Act, as amended and Sections 503 & 504 of the Rehabilitation Act, and extends reasonable accommodations to qualified applicants or employees with disabilities. A qualified applicant must be able to perform the essential functions of the job, with or without a reasonable accommodation.

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). Preferred: Experience with Epic and Outlook.

Preferences

Department Preferences: Basic computer skills: familiarity with Microsoft Office and ability to navigate four to eight computer programs simultaneously; Experience with Electronic Medical Record system(s) and medical terminology; Scheduling and phone customer service experience in medical office; One year experience in patient registration, admitting or related work; Typing speed of 40 WPM or more and/or ability to use ten-key by touch; Fluent Spanish speaking skills; Excellent interpersonal and communication skills; Demonstrated ability to work independently. Applicants will be screened according to preferences.

Special Instructions

Requisition Number: PRN43273B; Full Time or Part Time?: Full Time; Work Schedule Summary: 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.; Department: 00848 - Pediatric Administration; Location: Other; Pay Rate Range: $18.00 to $23.23; Close Date: 1/7/2026; Open Until Filled: To apply, visit https://utah.peopleadmin.com/postings/189991.