Patient Relations Specialist

Position Overview

University of Utah Health is a patient-focused organization committed to enhancing health and well-being through patient care, research, and education. The organization’s core values—compassion, collaboration, innovation, responsibility, integrity, quality, and trust—are integral to its mission.

This position provides exceptional care for our patients and guests by accurately and professionally managing all desk operations, including patient registration, scheduling, and advising patients on financial obligations such as payment plans. As part of a nationally recognized Level 1 Trauma Center with five hospitals and eleven clinics, you will play a key role in ensuring efficient communication and service excellence between medical teams and other departments.

Key Responsibilities

• Greets and directs patients to their appropriate destinations both in person and over the phone, anticipating needs and responding in a timely manner.
• Utilizes and troubleshoots check-in kiosks to assist patients and their families.
• Schedules patient appointments, contacts patients regarding rescheduling, missed appointments, and appointment reminders.
• Completes the patient admission and registration process by reviewing accounts and compliance documents, and obtaining any missing information.
• Verifies patient benefits and eligibility; collects co-pays, deductibles, and co-insurance, and addresses billing questions or disputes.
• Reconciles cash against daily charge and cash reports.
• Monitors patient flow, adjusts workflows accordingly, and notifies clinical staff of any pertinent changes.
• Acts as a liaison between patients, guests, back office staff, and providers.
• Assists patients with automated medical record access when needed.
• Manages inventory and maintenance.
• May be required to transport patients from the hospital to designated locations.
• Performs other duties as required.

Required Qualifications

• Demonstrated potential to perform the essential functions of the role.
• Ability to maintain a professional demeanor in stressful or difficult situations.
• Capability to provide care appropriate to the patient demographic served.
• Active listening skills and the ability to verbalize empathy while developing relationships with patients, guests, and coworkers.
• Effective communication skills to interact with patients confidentially and professionally using tact and diplomacy.
• Ability to assess patient data and deliver care as detailed in departmental policies and procedures.
• Excellent communication, interpersonal, organizational, and follow-through skills.
• Highly motivated with strong attention to detail and a passion for providing excellent customer service in a fast-paced environment.
• Ability to work efficiently and independently.
• Proficient computer skills and a demonstrated willingness to learn new applications, software, procedures, and processes.
• Ability to assimilate data from various sources.
• Knowledge of HIPAA regulations to ensure that patient information is safeguarded.
• Ability to navigate a facility with multiple providers and services.
• One year of office or customer service experience, or equivalent experience.
• Current, valid Utah driver's license may be required in some areas.