Communication Services Specialist II (full Time - PM - Evening)

Call Center Agent

Nutrition Care Services is hiring for Call Center Agents which will be located within the University of Utah Hospital. Job Summary: Provides communication services support within a centralized hospital call center environment. Responsible for answering inbound calls, entering information into clinical and non-clinical systems, and delivering high-quality customer service in accordance with departmental standards. This position supports Nutrition Care Services operations by managing inbound patient meal ordering calls within a centralized call center environment. This role serves as a key point of contact for patients and care teams, ensuring accurate order entry, assisting NCS with patient reports including missed meal reports and insulin management reports. Exceptional customer service and adherence to established service level standards is required.

Preferred Qualifications:

• Call center experience in a healthcare setting
• Patient-facing food service or nutrition-related experience
• Experience working in a metrics-driven environment
• Bilingual skills preferred

Internal Applicants:

• Internal candidates are encouraged to apply
• This role is a competitive transfer into Telecommunications
• All applicants must meet minimum qualifications
• Selection is based on experience, qualifications, and operational needs

Schedule:

• Positions support a 7-day operation, Call Center is open (7am~8pm)
• Multiple schedules available, including morning, mid-day, and evening shifts
• Weekend and holiday coverage required based on Hospital operational needs
• Final schedules determined by department staffing requirements

Training:

• Completion of Telecommunications onboarding required
• Department-specific training provided prior to independent call handling
• Agents will be trained on the NCS food service workflow to understand what happens after an order is placed.
• This includes basic awareness of meal production, delivery timing, and common service recovery scenarios.
• Workflow familiarity helps agents provide better service, clearer communication, and appropriate escalation.
• Ongoing training and support provided

Additional Information:

This posting may be used to fill multiple current and anticipated openings. Hiring volumes, schedules, and start dates are dependent on operational needs and workforce planning approvals.

Responsibilities:

• Answers incoming telephone calls on a multi-line system.
• Provides excellent customer service by resolving concerns and responding to inquiries in a professional and engaging manner.
• Coordinates services provided to customers according to policies and procedures, and provides customer education as needed.
• Maintains excellent schedule adherence and productivity standards.
• Handles customer contacts in a timely and efficient manner. Customer contacts include patient and staff transfers, provider messaging, inquiries, complaints and feedback calls.
• Participates in weekly learning components and ongoing training opportunities.
• Performs other administrative or clerical duties and projects as assigned.
• Communicates with patients in a confidential, professional manner using tact and diplomacy when paging on call providers for medical concerns.
• Utilizes Epic to assist the Clinical Neurosciences Center in new patient referral services, and urgent clinical messages.
• Operates as an answering service, providing telephone and paging support for specific hospital departments and clinics, including but not limited to the 24 hour answering service and evening answering service lines.

Knowledge / Skills / Abilities:

• Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.
• Demonstrated excellence in verbal and written communications.
• Ability to verbalize empathy.
• Demonstrated excellent listening skills that enable appropriate responses to customer requests.
• Demonstrated computer literacy, including a working knowledge of Microsoft Office applications.
• Ability to type at least 40 WPM.
• Ability to assimilate data from various sources.
• Demonstrated knowledge and ability to apply the processes, activities, and tools associated with managing customer requests.
• Ability to maintain a professional demeanor and high productivity in stressful or difficult situations.
• Ability to prioritize and multi task in a fast paced environment.
• Ability to utilize Epic to assist patients when appropriate and understanding HIPAA regulations to ensure patient information is guarded and respected.

Qualifications:

• Required:
• One year of call center, medical clinic experience, or customer service (including retail, security, and other customer facing positions).
• Dependent upon department of hire, completion of the University of Utah Health Hospitals and Clinics Communication Services Specialist afterhours paging training may be required.
• Preferred:
• Experience with Outlook.
• Experience with Epic.
• Two months of experience in a Communication Services Specialist I position.

Working Conditions and Physical Demands:

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

• This is a sedentary position in an office setting 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, Color Determination, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, 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 atoeo.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 81103

Reg/Temp Regular

Employment Type Full-Time

Shift Evening</