University of Utah Health Care

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Patient Relations Specialist- Physical Therapy

at University of Utah Health Care

Posted: 9/28/2019
Job Reference #: 35460
Keywords: hospital, patient, health

Job Description

  • Requisition Number
    Employment Type
    Work Schedule
    Variable, some Saturdays
    Location Name
    Orthopaedic Center
    Patient Care?
    Clerical / Office Support
  • 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, diversity, integrity, quality and trust that are integral to our mission. EO/AA

    This position provides exceptional care for our patients and guests by offering them professional service and creating a memorable patient experience. The incumbent accurately and professionally handles all desk operations including, but not limited to, all phases of the patient registration and scheduling process. They will also advise patients on financial obligations which may include the establishment of payment plans. The core responsibilities of this role maximize efficiency through facilitating and ensuring the accuracy of the information flow between medical staff, hospital staff and other various departments.


    • Greets and directs patients to their correct destinations both in person and over the phone. Anticipates the needs of the patients and guests then responds in an accurate and timely manner.
    • May be required to utilize, troubleshoot, and assist patients and family with check-in kiosk.
    • Schedules patient appointments and contacts patients for rescheduling, missed appointments and appointment reminders.
    • Completes patient admission and registration process by reviewing accounts and other compliance-related documents for completeness and accuracy. Obtains and documents missing information required for registration.
    • Verifies patient benefits and eligibility, when needed. Collects all necessary co-pays, deductibles, and co-insurance, as needed. Responds to questions regarding accounts status, payment arrangements, and concerns. Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.
    • Reconciles cash against daily charge and cash reports.
    • Monitors patient flow, adjusts workflows, and notifies the clinical staff of any pertinent information and changes.
    • Acts as a liaison between patients, guests, back office staff and providers.
    • Assists patients with automated medical record access, as needed.
    • Manages inventory and maintenance.
    • May be required to drive patients from the hospital to designated locations.
    • Performs other duties, as required.

    Knowledge / Skills / Abilities

    • Demonstrated potential ability to perform the essential functions of the job as outlined above.
    • Ability to maintain a professional demeanor in stressful or difficult situations.
    • Ability to provide care appropriate to the patient demographic served.
    • Ability to display active listening and verbalize empathy while developing relationships with patients, guests and coworkers.
    • Ability to communicate with patients in a confidential, professional manner using tact and diplomacy.
    • Ability to assess data regarding the patient's status and provide care, as detailed in the department's policies and procedures manual.
    • Demonstrated excellent communication, interpersonal, organizational and follow-through skills.
    • Ability to be highly motivated and pay attention to detail with a passion to provide excellent customer service in a fast paced environment.
    • Ability to work efficiently and independently.
    • Demonstrated computer skills and an ability and willingness to learn new applications and software, procedures and processes.
    • Ability to assimilate data from various sources.
    • Demonstrated knowledge of HIPAA regulations to ensure that patient information is guarded and respected.
    • Ability to navigate a facility with multiple providers and services




    • One year of office experience, customer service experience, or equivalency.
    • Current, valid Utah driver's license at time of hire may be required in some areas.

    Qualifications (Preferred)

    Working Conditions and Physical Demands

    Employee must be able to meet the following requirements with or without an accommodation.

    • This is a sedentary position 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.

    Physical Requirements

    Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking