DESCRIPTION

Under the supervision of the Call Center Management, the Call Center Specialist is responsible for customer service, registration, appointment scheduling, and insurance verification. Typical duties include answering multi-line incoming customer calls, completing the online registration, scheduling appointments and securing authorization for scheduled services. Operate CRT to gain and input information. Job standards are to be performed at the EXPERT level.

Answers multiple telephone lines with accuracy and clarity with emphasis placed on quality Customer Service. Adheres to the established scheduling protocols and telephone scripting and behavioral standards set forth by Ambulatory Care Administration. Interviews customer via telephone to obtain demographic and financial information necessary to secure patient account. Completes registration for new or previously registered patients, timely and accurately. Registers bulk accounts as needed. Verifies insurance eligibility for outpatient services on all Third-Party Payers. Utilizes various automated eligibility systems to obtain basic eligibility information. Communicates clearly and effectively with patient/clinic staff when services are deemed unauthorized.

Advises patient of clinic deposit requirements based upon UCSD Medical Group Financial Policy. Researches and response to patient basic billing inquiries assist with the resolution of minor billing problems. Refers patient to appropriate agency/resource for financial assistance. Refers patient to alternate source of healthcare when appropriate. Maintains workstation in an organized manner as outlines by management to facilitate efficient and effective retrieval of information. Reads and adheres to policy changes within Registration and Scheduling. Attends and actively participates in staff meetings, sharing information and ideas with co-workers to maintain an environment conducive to learning and supports a cohesive team atmosphere.

MINIMUM QUALIFICATIONS

• Three (3) years of related call center or administrative health care experience managing multiple telephone lines; or equivalent combination of education and experience.

• Possess problem solving ability by using good judgment and applying these skillsto 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, discriminating judgment and accountability.

PREFERRED QUALIFICATIONS

• Experience working within a transplant department.
• Knowledge of third-party payors including federal, state and private health plans.
• Call Center experience.
• Bilingual: English/Spanish.
• Working knowledge of medical terminology.
• Associate's degree or higher in applicable discipline.

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.

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.
If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California’s Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20 For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.