Job Description

Payroll Title:
MCC Infusion
Hiring Pay Scale
$29.30 - $36.45 / Hour
Lightwave Avenue
Appointment Type:
Appointment Percent:
EX Contract
Total Openings:
Work Schedule:
Days, 8 Hour Shifts, Monday-Friday, Saturday and Sunday as needed

#129053 Infusion Call Center Lead

Filing Deadline: Wed 4/17/2024

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 4/5/2024 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 4/17/2024. Eligible Special Selection clients should contact their Disability Counselor for assistance.


Under the supervision of the Infusion Scheduling Supervisor, the Infusion Call Center Lead oversees the Infusion Call Center and is tasked with the appointment scheduling process in Epic, particularly for complex patient appointments. 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 registration for new or established patients in a timely and accurate manner and adheres to the established registration and scheduling protocols and standards. Responsibilities emphasize exemplary customer service and exceptional quality.

The Infusion Call Center Lead will train and coach staff in the Infusion scheduling process and work towards developing and improving scheduling procedures within the Infusion Center. Collaborating with the Infusion Center and Infusion Nurse Management team, they establish standards and procedures to uphold patient infusion schedules while identifying opportunities for enhanced efficiency and patient care delivery in both clinic areas and the call center.

Acting as a liaison between Infusion Center staff, Cancer Center teams, and UC San Diego fellow employees, including Physicians and Case Managers, the Lead also serves as a front-line customer service representative for scheduling issues and patient complaints/problem resolution across all clinic areas and the call center.

Additionally, the Infusion Scheduling Lead engages in improvement efforts under the guidance of the Infusion Scheduling Supervisor, reporting regularly on infusion scheduling and collaborating to address any issues or work on improvement projects. They provide support to Clinical Operations/Infusion Scheduling leadership in troubleshooting site-specific staffing challenges.

The lead's daily responsibilities will include fulfilling various clerical duties supporting patient services within clinical and call center areas, such as greeting patients, updating registrations, verifying insurance and authorizations, auditing billing documents, collecting co-pays, answering patient phone calls, updating templates, and providing assistance as required. Furthermore, they contribute to the development of tip sheets, training documents, policies, and procedures to optimize scheduling workflows and enhance the patient's experience.

The Infusion Scheduling Lead maintains a high level of professionalism in communication with patients, subordinates, peers, and physicians. They ensure seamless coordination and efficient operations and carry out any other lead duties necessary to support the Infusion Scheduling team's overall function. Performs other lead duties as required.


  • Three (3) years of Patient Access experience in a large, complex healthcare environment.

  • Demonstrated experience and proven success working in a fast-paced healthcare call center environment.

  • Advanced knowledge of Infusion Scheduling/Oncology.

  • Expert knowledge of Epic/Cadence.

  • Experience with insurance and authorization.

  • Possess demonstrated knowledge of third-party payors, including federal, state, and private health plans.

  • Medical terminology training or certificate. Oncology-specific preferred.

  • Demonstrated problem-solving ability by using good judgment and applying these skills to the customers and ensuring expectations are met.

  • Demonstrated ability to independently set priorities in order to meet established deadlines; skill to work effectively in a high-volume environment.

  • Highly proficient with MS Office: Excel, PowerPoint, Outlook, Word, etc.

  • Familiar with hospital patient access systems.

  • Must have excellent customer service skills.


  • 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: $61,178 - $76,108 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $29.30 - $36.45

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.

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:

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

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

Application Instructions

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