Call Center Specialist - Per Diem - 141857

UC San Diego Health; San Diego (CA); On-site; USD 69,000 - 84,000; Full time

Job summary

UC San Diego Health is seeking a patient services specialist to manage customer service, registration, appointment scheduling, and insurance verification. You will handle multi-line calls, complete online registration, and obtain authorizations for scheduled services.

Responsibilities emphasize accurate registration and adherence to scheduling protocols, plus verification of eligibility and input of patient data in the EPIC system while relaying medical messages clearly to patients and clinic

Qualifications

• Three (3) years of related call center and front desk experience in a large complex healthcare setting.
• Experience in customer service, call center operations, or healthcare is preferred.
• Knowledge of third-party payors including federal, state and private health plans.
• Experience updating registration.
• Strong problem solving and judgment to assist customers and meet expectations.
• Demonstrated computer skills and ability to work across multiple systems during calls.
• Excellent customer service and written/verbal communication skills.
• Self-starter with accountability and adaptability in a large organization.
• Professionalism and accountability in performance.

Responsibilities

• Handle customer service, registration, appointment scheduling and insurance verification.
• Conduct interviews with patients to collect demographic and financial information for registration.
• Verify insurance eligibility for outpatient services across third-party payors.
• Input and relay patient information and messages in EPIC to clinic staff.

Skills

Customer service

Call center operations

Healthcare

Problem solving

Communication

Software navigation

Education

Bachelor's degree

Tools

Epic Cadence scheduling

EPIC system

Job description

DESCRIPTION

Under general supervision, the incumbent is responsible for customer service, registration, appointment scheduling and insurance verification. Typical duties include answering multi-line incoming customer calls, completing online registration, scheduling appointments and securing authorization for scheduled services.

Responsibilities emphasize on quality Customer Service. Completes registration for new or established patients in a timely and accurate manner and adheres to the established registration and scheduling protocols and standards. Ensures that patients have secured authorization and referrals when scheduling appointments.

Interviews patients via telephone to obtain demographic and financial information necessary to secure patient account. Verifies insurance eligibility for outpatient services on all Third Party Payers by utilizing various automated eligibility systems. Operates EPIC system to gain and input information; in addition, responsible for clearly and effectively relaying medical messages to patient/clinic staff.

MINIMUM QUALIFICATIONS

• Three (3) years of related call center and front desk experience in a large complex healthcare setting; or equivalent combination of education and experience.
• Should have current work experience in one of the three key areas: customer service, call center operations, and/or healthcare.
• Knowledge of third-party payors including federal, state and private health plans.
• Experience updating registration.
• Possess problem solving ability by using good judgment and applying these skills to assist customers and ensure customer expectations are met.
• Demonstrated computer skills and be able to work between multiple systems during calls.
• Must have excellent customer service and communication skills with the ability to communicate clearly both verbally and in writing.
• Be a self-starter who is accountable and requires minimal direction and supervision; a person who is open to new ideas; and a creative and flexible individual who is comfortable working in a large, complex organization.
• Possess the personal characteristics of professionalism, credibility, commitment to high standards, innovation and accountability.

PREFERRED QUALIFICATIONS

• Proven ability to handle multi-line incoming customer calls, schedule appointments, and perform online registration.
• Epic Cadence scheduling experience or similar function.
• Bilingual English /Spanish.
• Medical Assistant experience.
• Data entry experience.
• Bachelor's degree.

SPECIAL CONDITIONS

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.

Pay Transparency Act

Annual Full Pay Range: $76,692 - $76,692 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $36.73 - $36.73

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).