Medical Call Center Customer Service Representative - Engemann Admin Student Health - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

About the Role

Serves as the primary point of contact for access to USC academic medical centers and the USC Health Sciences Campus. Manages incoming and outgoing telephone calls, electronic messages, and other web-based communications using a call management system. Responds to basic inquiries and refers complex inquiries to appropriate medical personnel. Distributes messages to medical personnel via text, voice, email, and other electronic systems. Schedules and confirms medical appointments, registers patients, and performs insurance verification.

Counsels prospective and current undergraduate and graduate students and their families on Student Health services, including student health insurance programs, policies, procedures, requirements, and deadlines. Conducts appointment and scheduling requests using internal health center systems and performs student health inquiry analysis.

Responsibilities

• Counsels students and families on Student Health services, insurance programs, policies, and deadlines via telephone, email, and online platforms.
• Conducts appointment and scheduling requests using health center internal systems, analyzing student needs and priorities.
• Performs student health inquiry analysis and provides historical reviews of business functions via internal and university systems.
• Contacts and distributes messages to medical personnel using electronic methods, including text, voice, email, and medical records systems.
• Handles student health insurance matters, including coverage, eligibility, graduation timelines, benefits, costs, and unit/credit requirements.
• Verifies insurance coverage and ensures compliance with university requirements.
• Initiates preliminary evaluation of student problems and refers students to appropriate services for additional assistance.
• Liaises with other offices to facilitate problem resolution on behalf of students.
• Presents or assists with presenting overviews of student health center services at orientation, marketing, and health promotion events.
• Reviews and analyzes reasons for student contact to identify trends, streamline processes, and assess potential impacts on services and policies.
• Assists in preparing or updating knowledge database articles, documents, and ad-hoc reports.
• Ensures patient privacy, safety, and confidentiality in accordance with HIPAA regulations.
• Provides assistance to other departments and performs additional duties as assigned.

Requirements

• High school diploma or equivalent.
• Demonstrated excellent interpersonal, oral, written, and listening skills.
• Experience in a high-pressure, multi-tasking environment.
• Flexible schedule and understanding of a highly seasonal environment.
• Fire Life Safety Training (LA City) certification required within 30 days of hire (LA City only).

Preferred Qualifications

• Bachelor’s or Associate’s degree in Business or a related operations field.
• Two or more years of experience in a call center, healthcare customer service, or a higher education/medical facility environment.
• Previous experience answering calls in a rehab or counseling environment.
• Knowledge of HIPAA compliance and various health insurance types.
• Knowledge of medical terminology.
• High-level computer literacy with practice management scheduling systems.
• Bilingual proficiency in Spanish, Chinese, or other languages.

Pay

The hourly rate range for this position is $22.88 - $35.55. When extending an offer of employment, the University of Southern California considers factors such as scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, federal/state/local laws, contractual stipulations, grant funding, and external market and organizational considerations.