[Hiring] Patient Relations Specialist @University of Utah Health

Role Description

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
• 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
• Overseeing the waiting room

Responsibilities

• 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.

Qualifications

• High school diploma or equivalent.
• Minimum of 1 year of experience in a healthcare or customer service role.

Requirements

• 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.

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

• Color Determination
• Far Vision
• Listening
• Near Vision
• Sitting
• Speaking