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 (see the Summary Comparison for more information)
• 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 insurance, short and long-term disability, accidental death & dismemberment, accident, critical illness, hospital indemnity, and pet.
• 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 https://benefits.utah.edu/.

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.

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: PRN43806B
• 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: 3/11/2026

To apply, visit https://utah.peopleadmin.com/postings/193453