Call Center Specialist - Hybrid

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.

• Three (3) years of related call center and front desk experience in a large complex healthcare 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.

• Recent Experience Radiology Scheduling and/or Scheduling for Multi-Specialty Clinic such as Oncology, Surgery, etc.
• Bilingual English /Spanish.
• Medical Assistant experience.
• Data entry experience.

• 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.
• After the employee has been trained they will have an option to work from home or continue to work re is a monthly team day where the team is at Lightwave for the day.

Annual Full Pay Range: $60,865 - $80,304 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $29.15 - $38.46

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).