Call Center Manager - 126728
#126728 Call Center ManagerInitial Review Date: Wed 11/29/2023
UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.
UCSD Layoff from Career Appointment: Apply by 11/20/23 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 11/29/23. Eligible Special Selection clients should contact their Disability Counselor for assistance.
UC San Diego Health is a Magnet designated organization, which is a prestigious recognition that applies to only 10% of all U.S. hospitals. Magnet is the "gold standard" for nursing excellence and is based on strengths in five key areas, which include transformational leadership, structural empowerment, exemplary professional practice, new knowledge, innovation and improvements and empirical outcomes. UC San Diego Health has held its Magnet status since 2011.
Responsible for providing a full range of customer and patient services. Develops and implements processes to ensure customer service needs are met with speed and accuracy and resolve customer service issues. Responds to customer inquiries and/or problems. Researches and resolves questions and problems, maintains records, and communicates resolution and/or status. Directs subordinates to complete assignments using established guidelines, procedures, and policies. Responsible for departmental budget and staffing. The manager requires a full range of knowledge of their area and functional responsibility. Responsible for participating in the recommendation, development, and implementation of short and long-term quality service strategies that improve customer satisfaction.
While not required, a cover letter is highly recommended when applying to this position.
Six (6) years related experience/training, OR Bachelor’s Degree in business, healthcare administration, or related area and two (2) years of related experience/training.
A minimum of two (2) or more years of supervisory call center experience.
Demonstrated experience and proven success working in a fast-paced healthcare call center environment.
Comprehensive understanding of health insurance plans and the California payer environment, referral/request for service receipt and management, clinical triage processes, appointment scheduling, insurance eligibility, pre-certification procurement, and pre-registration activities.
Proficient computer skills and knowledge of call center technology.
Strong communication skills. Excellent interpersonal skills using tact, patience, and courtesy.
Experience collecting and analyzing the necessary data to ensure customer service and productivity standards are achieved.
- Five (5) years of Epic and/or call center software experience.
- Supervisory experience in registration, finance, authorization, insurance, or scheduling function(s).
- Five (5) or more years of supervisory call center experience.
- Call center experience in healthcare.
- Skilled in process optimization and productivity and/or Lean experience. Continuous focus on quality and process improvement.
- 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: $59,700 - $124,300 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $28.59 - $59.53
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).
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.
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UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
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