"Call Center Representative"

Position Information

Working in the patient access center, performs tasks to contribute to the efficient day to day operations and a positive patient experience. This position will primarily be the voice heard when customers and patients call UCR Health. Under the general supervision of the supervisor, performs a full range of call center duties. Duties can include prompt and courteous telephone assistance to callers, answer, screen a high volume of incoming calls, verify financial and geographic eligibility, schedule/cancel patient appointments according to their insurance and assigned provider, schedule/reschedule/cancel patient appointment at the request of the patient, provider or clinic needs, take and send messages/routing to the correct department pools, verify and update patient demographics. Checks appointment availability across clinic sites and schedules patients accordingly and assists with appointment cancellations. Pre-registers callers and patients in the electronic medical record system and determines if the caller/patient qualifies after checking insurance eligibility. Screen patients for demographic accuracy and update demographics, verify insurance and update insurance data upon receiving calls for eligibility. Perform other duties as assigned by supervisor. This position may be assigned to work remotely and at various UCR Health clinic locations. This position may be required to work different shifts, including evenings, weekends, and holidays.

The full salary range for the Call Center Representative is $25.38 - $35.97 per hour. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.

Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.

As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.

Requirements

Educational Requirements

• Medical Assistant Diploma. Required
• Associates degree in business or related field. Preferred

Experience Requirements

• A minimum of two (2) years of experience working in a call center or front office role coordinating schedules and performing duties related to checking in patients. At least one (1) of these years should be in a medical clinic office or hospital setting where insurance verification and patient financial responsibilities are performed. Required
• Prior experience in working in an insurance company, with third party payers, and/or in credit/collections. Experience using standard office equipment and computers. Typing speed of 35 wpm, and previous electronic medical records experience (EMR). Required

Special Conditions

• Overtime Required

Minimum Requirements

• Must possess the skill, knowledge and ability essential to the successful performance of assigned duties.
• Ability to maintain a work pace appropriate to the workload and ability to work well in a constantly changing environment.
• Familiar with medical terminology.
• Strong oral and written communication skills to effectively communicate with patients of varying ages, diagnosis, and multicultural backgrounds. Excellent customer service and strong interpersonal skills. Must demonstrate customer service skills appropriate to the job. Ability to recognize and handle customer complaints.

Preferred Qualifications

• Bilingual skills in English and Spanish.

Key Responsibilities

• 60% Schedule new patient and follow up appointments and in office procedures. Schedule appointments for patients, based on provider availability. Reschedules patient appointments at the request of the patient and/or provider, works the reschedule queue/reschedules no show patients. Daily appointment reminder calls and calls to patients that have not shown their appointments. Perform all preregistration duties for new patients prior to making an appointment, including entering all demographics, verify and enter insurance information and inform patients of any charges or fees due and based on the type of insurance. Provide clear and courteous instructions to the caller on where the appointment was scheduled and what documents to bring to the appointment. Verify insurance coverage and eligibility and obtain insurance authorization for appointment and care plan. Reviews and maintains patient accounts, secures financial arrangements on self-pay balances prior to and during patient appointments, verifies and pre-registers patients.
• 15% Greet incoming callers in a friendly and courteous manner, interact politely and helpful when assisting and providing required information to callers. Answers a high volume of clinic multi-line line and assist callers, takes messages for clinic/complaints. Send and route in-basket messages in a timely fashion. Assist patients with access and navigation to the patient portal.
• 10% Special Projects / Travel: May participate in projects to enhance clinic operations, patient experience, or compliance with regulatory agencies. May be required to travel to other clinic locations and the UC Riverside campus offices.
• 10% Outbound calls to address quality measures, new patient assignments, and wellness visits.
• 5% Optimizes patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone to fill all available provider slots. Assist with reminder calls.