Call Center Coordinator

Salt Lake City, UT
United States

Experience Required
Degree Required
Employment Type
Work Schedule

Job Description
Open Date06/27/2019
Requisition NumberPRN21170B
Job TitlePS Coordinator, Admin Program
Working TitleCall Center Coordinator
Job GradeD
FLSA CodeAdministrative
Patient Sensitive Job Code?Yes
Standard Hours per Week40
Full Time or Part Time?Full Time
Work Schedule Summary

Monday through Friday with times that will vary between 7:30am to 5:30pm

VP AreaU of U Health - Academics
Department01478 - SOD - EDUCATION
CitySalt Lake City, UT
Type of RecruitmentExternal Posting
Pay Rate Range39250 to 44720
Close Date 
Open Until FilledYes
Job Summary

This position leads the daily activities of the call center by coordinating in-service and ongoing education, monitoring quality control and safety processes, training new staff, evaluating performance, and scheduling work shifts.


This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Essential Functions:
1. Leads the daily operations of the call center including assigning work, evaluating performance, training, and ensuring coverage.
2. Escalates and resolves problems as necessary.
3. Monitors quality, accuracy, and effectiveness and researches improvement methods.
4. Advises and enforces staff, students and others regarding program policies, goals and related technical issues.
5. Writes and edits call center educational/training materials.
6. Assign, direct and review work of support staff and evaluate job performance to ensure department standards are being maintained.
7. Reviews daily call center data reports and reports on inefficiencies.
8. Monitors, orders, and maintains inventory of area supplies and equipment.
9. Participates in department meetings and committees.
10. May perform other duties of the department, as assigned.

Ability to quickly learn new procedures and processes.
Able to prioritize and multi task in a fast paced environment.
Ability to develop relationships with patients, guests and coworkers.
Demonstrated knowledge of HIPAA regulations, ensuring that patient information is guarded and respected.

Problem Solving:
This position provides independent coordination and decision making for all activities of a specified area. The outcome often impacts the University as a whole. Acts as a liaison between internal and external constituencies involved in department activities. Problems arising from these coordination efforts will be addressed by the incumbent who will refer to the manager for issues outside of policy and procedure guidelines.

Work Environment and Level of Frequency typically required:
Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required:
Nearly Continuously: Sitting, hearing, listening, talking.
Often: Repetitive hand motion (such as typing), walking.
Seldom: Bending, reaching overhead.

The staff member must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit. The individual must demonstrate knowledge of the principles of life span growth and development and the ability to assess data regarding the patient’s status and provide care as described in the department’s policies and procedures manual.

Minimum Qualifications

Bachelor’s degree in a related field plus one year directly related experience or equivalency required. Demonstrated ability to work independently, analyze and make decisions related to program content. Strong coordination and organizational skills required to prioritize conflicting deadlines. Demonstrated human relations and effective communication skills are also required.

This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.


EPIC scheduling experience required
Call center experience preferred
Dental knowledge preferred

TypeBenefited Staff
Special Instructions Summary 
Additional Information

The University of Utah is an Affirmative Action/Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, University of Utah policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.
To inquire about this posting, email: or call 801-581-2300. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. To request an accommodation or for further information about University AA/EO policies, please contact the Office of Equal Opportunity and Affirmative Action, 201 S. Presidents Cr., Rm 135, (801) 581-8365 (V/TDD), email:

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 Human Resources at (801) 581-7447 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 University Human Resource Management at (801) 581-7447 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.