Call Center Specialist - Hybrid - 141271

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 complexhealthcare 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 at Lightwave. There is a monthly team day where the team is at Lightwave for the day.