Call Center Specialist - Transplant - 130042

Under the supervision of the Call Center Management, the Call Center Specialist is responsible for customer service, registration, appointment scheduling, and insurance verification. Typical duties include answering multi-line incoming customer calls, completing the online registration, scheduling appointments and securing authorization for scheduled services. Operate CRT to gain and input information. Job standards are to be performed at the EXPERT level.

Answers multiple telephone lines with accuracy and clarity with emphasis placed on quality Customer Service. Adheres to the established scheduling protocols and telephone scripting and behavioral standards set forth by Ambulatory Care Administration. Interviews customer via telephone to obtain demographic and financial information necessary to secure patient account. Completes registration for new or previously registered patients, timely and accurately. Registers bulk accounts as needed. Verifies insurance eligibility for outpatient services on all Third-Party Payers. Utilizes various automated eligibility systems to obtain basic eligibility information. Communicates clearly and effectively with patient/clinic staff when services are deemed unauthorized.

Advises patient of clinic deposit requirements based upon UCSD Medical Group Financial Policy. Researches and response to patient basic billing inquiries assist with the resolution of minor billing problems. Refers patient to appropriate agency/resource for financial assistance. Refers patient to alternate source of healthcare when appropriate. Maintains workstation in an organized manner as outlines by management to facilitate efficient and effective retrieval of information. Reads and adheres to policy changes within Registration and Scheduling. Attends and actively participates in staff meetings, sharing information and ideas with co-workers to maintain an environment conducive to learning and supports a cohesive team atmosphere.

• Three (3) years of related call center or administrative health care experience managing multiple telephone lines; or equivalent combination of education and experience.

• Possess problem solving ability by using good judgment and applying these skillsto assist customers and ensure customer expectations are met.

• Demonstrated computer skills and be able to work between multiple systems during calls.

• Must have excellent customer service and communication skills with the ability to communicate clearly both verbally and in writing.

• Be a self-starter who is accountable and requires minimal direction and supervision; a person who is open to new ideas; and a creative and flexible

• Individual who is comfortable working in a large, complex organization. Possess the personal characteristics of professionalism, credibility, commitment to high standards, innovation, discriminating judgment and accountability.

• Experience working within a transplant department.
• Knowledge of third-party payors including federal, state and private health plans.
• Call Center experience.
• Bilingual: English/Spanish.
• Working knowledge of medical terminology.
• Associate's degree or higher in applicable discipline.

• 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.