Job Description

Payroll Title:
CUSTOMER SVC SUPV 2
Department:
FACULTY PRACTICE CARE NAV HUB
Salary Range
Commensurate with Experience
Worksite:
Lightwave Avenue
Appointment Type:
Career
Appointment Percent:
100%
Union:
Uncovered
Total Openings:
1
Work Schedule:
Days, 8 hrs/day, Monday - Friday

As a federally-funded institution, UC San Diego Health maintains a marijuana and drug free campus. New employees are subject to drug screening.

#112380 Manager-GI and Hepatology Care Navigation Hub

Initial Review Date: Tue 12/28/2021

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

UCSD Layoff from Career Appointment: Apply by 10/21/2021 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 11/02/2021. Eligible Special Selection clients should contact their Disability Counselor for assistance.

DESCRIPTION

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 as part of the GI and Hepatology Care Navigation Hub. 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.

MINIMUM QUALIFICATIONS

  • 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.

PREFERRED QUALIFICATIONS

  • 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.

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.

Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

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.

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

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

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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