Principal Access Representative- Patient Access Center- PT Day Shift

About the role

UCI Health is one of California’s largest academic health systems and the clinical enterprise of the University of California, Irvine. Established on July 1, 1976, UCI Health has grown into a 1,461-bed health system that includes UCI Health – Orange, UCI Health – Irvine, four Community Network hospitals and a growing network of ambulatory care centers across Orange and Los Angeles counties. As Orange County’s only academic health system, UCI Health is home to the only National Cancer Institute–designated comprehensive cancer center based in the county, the region’s only American College of Surgeons–verified Level I adult and Level II pediatric trauma center, American College of Emergency Physicians Gold Level 1 Geriatric Emergency Department, and a nationally recognized regional burn center verified by the American Burn Association. Powered by UC Irvine, UCI Health serves 5.6 million people across Orange County, western Riverside County, and southeast Los Angeles County through excellence in patient care, research, and medical education.

Responsibilities

• Provides high-quality customer service to patients needing to be contacted to schedule specialty referral appointments or to make appointment modifications resulting from operational changes.
• Performs outbound call-center services across all clinical areas within the Medical Center, applying expert understanding of each clinic’s unique scheduling requirements.
• Handles inbound calls from patients seeking medical services.
• Serves as a preceptor for new staff.

Requirements

• Minimum 1 year of experience working in a customer service position with high utilization and reliance upon an electronic medical scheduling system (e.g., Quest, Epic).
• Minimum 1 year of experience scheduling patient appointments for multiple medical specialty clinics.
• Experience with Microsoft Excel.
• Excellent written and verbal communication skills in English.
• Demonstrated knowledge of insurance programs and/or government programs.
• Demonstrated experience using office equipment such as printer, copier, fax, and scanner.
• Demonstrated experience using a computer, including data entry and retrieval.
• Ability to work independently with minimal supervision and direction.
• Ability to establish and maintain effective working relationships across the Health System.

Preferred Qualifications

• Prior Epic experience.
• Minimum 6 months of experience working at UCI Medical Center’s Call Center.
• Knowledge of University and medical center organizations, policies, procedures, and forms.
• Demonstrated knowledge of medical terminology.
• Bilingual skills in English and Spanish and/or Vietnamese.