Patient Service Representative 3

This posting is a Transfer/Promotional opportunity for UCD/UCDHS Employees (internal candidates). Applications from current UCD/UCDHS employees will be considered first. Applications from the public/external candidates may be considered if an internal candidate is not selected as the most qualified applicant.

About the Role

The incumbent is responsible for sustaining an environment of intrinsic good will for the practice while providing optimum services to patients. This position performs a variety of duties, providing front office support for the department/clinical team. Percentages of time allocated to functions are a guideline only and may vary based on operational needs.

Responsibilities

• 50% - Coordination of Medical Office Services
• 50% - Additional Job Functions, including but not limited to:
  • Managing medical office practices and protocols (e.g., medical terminology, appointments, medical records, insurance verification, cashiering, billing)
  • Handling scheduling, insurance procedures, and patient financial transactions
  • Maintaining accurate logs, files, and records in alphabetical, chronological, and/or numerical order
  • Ensuring compliance with laws, regulations, and guidelines governing medical records, confidentiality, privacy, and HIPAA
  • Navigating health care insurance systems (e.g., Medi-Cal, Medicare, HMO, PPO, county-funded coverage, worker’s compensation) to obtain authorizations, schedule appointments, coordinate services, and explain provisions to patients
  • Accurately identifying services performed using ICD-10, CPT, and HCPCS coding guidelines
  • Using computer systems for electronic mail, spreadsheets, word processing, and medical office management (e.g., scheduling, template maintenance, demographic and insurance information)
  • Composing clear, concise messages or routine correspondence using proper English grammar, spelling, and punctuation
  • Balancing cash boxes, preparing deposits, and maintaining financial records

Requirements

• High School diploma/GED or related work experience
• Experience with medical office and/or health care scheduling or insurance procedures (e.g., medical terminology, appointments, medical records, insurance verification, cashiering, billing)
• Ability to manage multiple concurrent assignments efficiently, prioritize tasks, and meet deadlines
• Problem-solving skills to independently define problems, identify resources, create solutions, and implement resolutions
• Decision-making skills to exercise delegated authority and seek assistance when needed
• Interpersonal skills to maintain effective working relationships, interact professionally with patients and the public (in person and by telephone), and respond to individuals who may be angry or upset
• Proficiency in computer applications, including electronic mail, spreadsheets, word processing, and medical office management systems
• Typing skills for accurate and timely data input
• Writing skills to compose clear, concise, and grammatically correct messages or correspondence
• Bookkeeping skills to maintain accurate financial records, prepare reports, balance cash boxes, and prepare deposits
• Organizational skills to establish priorities, respond to changing workloads, and maintain effectiveness in a high-volume, interrupt-driven environment
• Filing skills to maintain and retrieve logs and files efficiently
• In-depth knowledge of health care insurance systems and coding guidelines (ICD-10, CPT, HCPCS)

Preferred Qualifications

• Three years of customer service and/or call center experience
• Recent experience with EMR systems (e.g., EPIC), including In Basket and Work Queues
• Training or equivalent experience in billing, authorizations, referrals, medical terminology, and comprehensive insurance plans
• Recent experience in an outpatient medical office or front office for a clinic, physician, or health insurance company (e.g., processing referrals, authorizations, scheduling, or medical records)
• Experience in the specialty of the hiring outpatient clinic
• Knowledge of UC Davis Health System and UCD policies and procedures, or ability to learn quickly
• Comprehension of University requisition systems for ordering supplies and medical records

About the Department

UC Davis Department of Dermatology is a major referral center for Northern California and Nevada. The department serves patients of all ages and sees an average of 250 patients per day. Services include:

• General dermatology
• MOHS surgery
• General dermatology surgery
• Phototherapy and photodynamic therapy
• Dermapathology
• Laser surgery
• Tele-dermatology at multiple off-site locations (Roseville, Davis, Folsom, Elk Grove)
• Cosmetic services
• Active involvement in research projects

Pay

$31.24 - $38.84 per hour

Schedule

• Full-time (100%)
• 8-hour shifts
• Variable days, including weekends, as required to meet business needs
• 100% on-site at Cannery Business Park (HSP110)

Benefits

• High-quality, low-cost medical plans for employees and their families
• Employer-paid dental and vision coverage for employees and their families
• Retirement plans, including pension and other retirement savings options
• Supplemental insurance (e.g., life, short/long-term disability, pet, legal, accident, critical illness, hospital indemnity)
• Paid leave for pregnancy, parental bonding, family care, and medical leave
• Adoption assistance
• Lactation support program and family care discounts
• Employee Assistance Program with free mental health services
• Generous paid holidays and paid time off (vacation/sick time) as outlined in UC policies or collective bargaining agreements
• Continuing Education (CE) allowance and Staff Education Reimbursement Program for eligible employees
• Free professional development courses and learning opportunities
• Public Service Loan Forgiveness (PSLF) qualified employer and student loan debt counseling program

Physical and Mental 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
• Sustained attention and concentration: Frequent, 3 to 6 hours
• Complex problem-solving/reasoning: Occasional, up to 3 hours
• Organizing and prioritizing: 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
• Managing multiple concurrent tasks: Frequent, 3 to 6 hours

Work Environment

• UC Davis is a smoke- and tobacco-free campus (including e-cigarettes and unregulated nicotine products)
• Must be willing to work overtime, variable days (including weekends), hours, and locations as required

Special Requirements

Employment is contingent upon clearing a criminal background check, which may include drug screening, medical evaluation clearance, and functional capacity assessment. As a condition of employment, the final candidate must disclose any final administrative or judicial decisions involving misconduct from the last seven years, including any allegations or investigations related to misconduct.