Call Center Specialist - Care Navigation Hub - 125332
#125332 Call Center Specialist - Care Navigation HubInitial Review Date: Mon 10/2/2023
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.
For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus and influenza before they will be allowed on campus or in a facility or office. For more information visit: Flu Vaccine Mandate / COVID Vaccine Policy
Please note that this position is a part-time appointment
UCSD Layoff from Career Appointment: Apply by 9/21/23 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 10/2/23. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Placement within the salary range is determined by internal equity, relevant qualifications, and collective bargaining agreements (when applicable).
Under general supervision, the incumbent is responsible for customer service, registration, appointment scheduling, and insurance verification in a busy, patient-focused contact center. Typical duties include answering multi-line incoming customer calls, completing online registration, scheduling appointments, and securing authorization for scheduled services.
Responsibilities emphasize exemplary customer service and exceptional quality. 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 accounts. 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. Advises patients of clinic deposit requirements based upon UCSD Medical Group Financial Policy. Other related duties as assigned.
- Process incoming faxes in a timely manner, meeting completion target goals of processed within 2 days.
- Referrals or Orders received via the fax server are transcribed in Epic.
- Maintain current with Epic inbox messages.
- Be able to assist the call centers as needed.
- Alert management when fax servers assigned have faxes that are greater than 2 days old.
Three (3) years of related call center and front desk experience in a large complexhealthcare setting; or equivalent combination of education and experience.
Previous experience in a call center and/or customer service environment.
Epic Cadence scheduling experience or similar function.
Knowledge of third-party payors including federal, state, and private health plans.
Proven ability to handle multi-line incoming customer calls, schedule appointments, and perform online registration.
Must have excellent customer service skills.
Demonstrates problem-solving ability. Ability to work under pressure
Be a self-starter who takes initiative, is accountable, and requires minimal direction and supervision.
Possess the personal characteristics of professionalism, credibility, commitment to high standards, innovation, and accountability.
- One (1) year of EPIC & Cadence experience, or equivalent system.
- Bilingual: English /Spanish.
- 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.
- This position will be onsite.
Pay Transparency Act
Annual Full Pay Range: $53,077 - $65,960 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $25.42 - $31.59
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).
Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
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 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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UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.