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. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA This position serves as the initial point of contact for the patient as they arrive at their care destination.  Responsibilities include greeting and registering patients, scheduling basic appointments, managing phone communications, and collecting payments according to defined processes. Interaction with patients is primarily limited to the check-in process. The role involves following specific instructions and guidance from supervisors to ensure consistency and adherence to department protocols. Routine tasks include exchanging information to maintain smooth clinic operations, supporting patient interactions, and overseeing the waiting room. Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes. Responsibilities Essential Functions • Greets and assists patients and visitors with check-in, completing all necessary registration steps in Epic, including insurance verification, demographic updates, obtaining signatures on forms, and point-of-service payments. • Communicates clearly to clinic staff, providers, and care teams, to support a smooth process and positive experience for everyone. • Schedules appointments, including follow-up visits, ensuring coordinated visits with doctors, radiology, and labs when needed. Manages waitlist or basic referral coordination as needed. • Manages phone communications by answering calls, addressing voicemails, and handling telephone encounters efficiently. • Reconciles appointment statuses, closes and reconciles cash drawers, and ensures accurate financial reporting. • Assists patients with self-registration and arrival processes (MyChart & kiosks), educates them on forms and requirements, and troubleshoots any issues. • Assists with completing questionnaires and obtaining applicable release forms, guides patients to correct areas, and provides wayfinding support. • Reviews and works to refine scheduling to optimize appointments and ensure accuracy. Knowledge / Skills / Abilities • Basic understanding of clinic scheduling, registration, and referral processes in Epic • Basic knowledge of insurance entry and verification processes in Epic. • Familiarity with patient tools such as MyChart & kiosks. • Excellent communication and interpersonal skills. • Strong organizational and time management skills. • Ability to handle financial transactions accurately. • Ability to multitask and manage multiple responsibilities efficiently. • Ability to provide clear instructions and guidance to patients. • Ability to facilitate effective communication between patients and clinical teams. Qualifications Required • High school diploma or equivalent. • Minimum of 1 year of experience in a healthcare or customer service role. Qualifications (Preferred) Working Conditions and Physical Demands 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 consistently require light work involving lifting, carrying, pushing, pulling, or otherwise moving objects. This position involves standing for extended periods of time and is not exposed to adverse environmental conditions. Physical Requirements Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking Multi-lingual Candidates Welcomed To inquire about this posting, email: careers@hsc.utah.edu EEO Statement University of Utah Health Hospitals and Clinics, a part of The University of Utah, values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patient populations. 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. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. University of Utah Health Hospitals and Clinics, a part of The University of Utah, is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both. To request a reasonable accommodation for a disability, please contact the University of Utah Health Hospitals and Clinics Human Resources office at 801-581-6500. If you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity (OEO). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at: www.utah.edu/nondiscrimination/ Online reports may be submitted at oeo.utah.edu/ The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Hospitals and Clinics Human Resources at (801) 581-6500 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or Hospitals and Clinics Human Resources at (801) 581-6500 if you have questions regarding the post-retirement rules. This position may require the successful completion of a criminal background check and/or drug screen. Requisition Number 84924 Reg/Temp Regular Employment Type Full-Time Shift Variable Work Schedule Variable day or evening Clinical/Non-Clinical Status Non-Clinical Location Name Redwood Health Center Workplace Set Up On-site City SALT LAKE CITY State UT Department UCC CST 80R RWHC MED RECEPTION Category Customer Service Workplace Set Up On-site