Patient Contact Center Patient Services Representative 2

About the role

The incumbent will be working in a Call Center Environment and responsible for sustaining an environment of intrinsic good will for the practices while providing optimum services to patients. This position performs a variety of duties, providing support for the department/clinical team for which it is assigned.

Responsibilities

• Coordination of Medical Office Services
• Additional Job Functions

Requirements

• High School / GED equivalent or related work experience
• Interpersonal skills to establish and maintain effective working relationships with all co-workers; to consistently interact with patients and other members of the public with patience, courtesy and professionalism on the telephone; and to effectively respond to individuals who may be angry or upset.
• Ability to efficiently use computer system applications for all functions required for this position, including electronic mail, spreadsheets, word processing, and medical office management, (i.e. scheduling, maintenance of demographic and insurance information).
• Typing skills of 40WPM to use computer keyboard for timely and accurate input and production.
• Writing skills, using proper English grammar, spelling and punctuation, sufficient to compose messages and/or routine correspondence, which is clear, concise and easy to understand.
• Organizing skills to establish priorities for own work within stated guidelines; respond flexibly to changes in priorities; and maintain work effectiveness in a setting with a high volume of patient activity and frequent interruptions.
• Knowledge of practices and protocols related to medical office procedures, (i.e. medical terminology, appointments, medical records, insurance verification, billing, etc.).
• Filing skills to maintain logs and files of information in alphabetical, chronological and/or numerical order, such that it is current and easily retrievable.
• Knowledge of all pertinent laws, regulations, and guidelines governing medical records; confidentiality, privacy, and provision to others, including HIPAA.
• Knowledge of health care insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee-for-service, county funded coverage, and worker’s compensation, sufficient to properly obtain and track authorizations, appoint patients, make referrals for consults, diagnostics and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients.
• Knowledge of ICD-10, CPT and HCPCS coding sufficient to identify services performed; including diagnoses, procedures, and supplies.

Qualifications

• Prior medical setting and/or hospital experience
• Experience with medical insurance verification within a medical environment
• At least two (2) years of customer service and/or call center experience

Skills

• Excellent and compassionate health-based customer service
• Efficient use of computer systems
• Effective communication and interpersonal skills
• Organizational and prioritization skills
• Medical office procedures knowledge
• Healthcare insurance systems understanding
• ICD-10, CPT and HCPCS coding proficiency

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals.

Pay

Salary or Pay Range: $28.68 - $35.57

Schedule

Shift (Work Schedule): M-F, 8am-5pm

Location

Location: Patient Contact Center (HSP166) – Rancho Cordova, CA

Union Representation

Union Representation: EX-Patient Care Technical

Benefits Eligible

Benefits Eligible: Yes

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Occasional Up to 3 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Special Requirements

Please contact your recruiter with questions regarding which activities apply by position.

Culture of Opportunity and Belonging

We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.