Patient Services Representative 3 Lead

Call Center LeadThe 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. The position will perform lead responsibilities and serve as a resource and support to front office functions and workflows of the department/clinical team to which assigned. Providing excellent and compassionate health-based customer service is our top priority. Employees are trained to be courteous, empathetic, and efficient in resolving issues. Our contact center has a strong sense of teamwork and collaboration. Team members support each other and share best practices. We rely heavily on technology, including phone systems, customer relationship management (CRM) software, and other tools to manage calls and track customer interactions. Percentages of time allocated to functions in this position description are a guideline only. Individual assignments and time actually worked in each functional area may vary based on the department's operational needs.Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the positionHigh School / GED equivalent or related work experienceExperience with practices and protocols related to medical office and/or health care scheduling or insurance procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)Demonstrated leadership skills that reflect the ability to serve as the coordinator of a specified unit of workers. Must be able to represent assigned unit serving as subject matter expert and resource person for the staff.Ability to accomplish a variety of concurrent assignments in an effective and efficient manner, demonstrating ability to organize, prioritize and complete assignments in a designated time frame.Ability to adjust to changing workload or assignments and pressures of increased workload or deadlines.Problem solving skills to independently define a problem identify the resources available to help solve the problem, create viable solutions and take the necessary action to implement problem resolution and ensure prompt and satisfactory resolution.Decision making skills to independently exercise delegated authority to take action and to appropriately seek assistance from others when limits of delegated authority have been reached.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, both in person and 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, template maintenance, maintenance of demographic and insurance information).Typing skills sufficient 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, cashiering, 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.Preferred QualificationsAssociate degree or related work experienceAt least three (3) years of customer service and/or call center experienceAt least one (1) year of recent UC Davis Referral ProcessingAt least one (1) year of recent experience with EPIC, including In Basket and Work Queues.At least one (1) year of recent experience in billing, authorizations, referrals, medical terminology, comprehensive insurance plans, products and eligibility.Demonstrated knowledge of Health System and UCD policies and procedures, or ability to learn.Comprehension of University requisition systems, including those needed for ordering medical records.Key Responsibilities50% - Lead Responsibilities50% - Additional Job FunctionsDepartment OverviewThe Patient Contact Center (PCC) is a centralized contact center providing patient service support via telephone (inbound and outbound), Epic, messaging and work queue systems. The PCC is responsible for more than 30% of all appointment and service engagements across UCDH ambulatory division. Service of patient appointments are supported with dynamic guidelines and process flows (which can include systematic decision tree workflows). We proactively support our ambulatory partners with change needs as possible.Perform in a leadership role for a unit/department/clinic by providing instruction or training to employees and actively participating in coordination of front office functions under the direction of the supervisor or manager. Initiate development of improvement processes based on knowledge, experience and responsibilities. Serve as a resource for front office functions and workflow issues within assigned department. Provides instruction and training that may include mentoring new employees, completion of front office competencies, and implementation of new policies, procedures or data system changes. Instruction may be done individually or with groups. Identifies potential staff training needs and communicates information to supervisor or manager. Assist supervisor or manager with staff assignments, which may include independent decision-making regarding staffing needs and/or communicating assignments to staff and giving directions regarding duties. Participate with supervisor and manager in review of statistical data, which may include development and implementation of action plans, measurements and appropriate follow up. May serve as a point person in absence of supervisor or manager for operational issues, patient complaints, or facility issues.POSITION INFORMATIONSalary or Pay Range: $ 30.65 - $38.10Salary Frequency: HourlySalary Grade: 126UC Job Title: MED OFC SVC CRD LD 3UC Job Code: 008882Number of Positions: 1Appointment Type: Staff: CareerPercentage of Time: 100 %Shift (Work Schedule): 8 AM -5 PMLocation: Patient Contact Center (HSP166) Rancho Cordova, CAUnion Representation: EX-Patient Care TechnicalBenefits Eligible: YesThis position is 100% on-siteBenefits 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. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.htmlHigh quality and low-cost medical plans to choose from to fit your family's needsUC pays for Dental and Vision insurance premiums for you and your familyExtensive leave benefits including Pregnancy and Parental Leave, Family & Medical LeavePaid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining AgreementPaid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining AgreementContinuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining AgreementAccess to free professional development courses and learning opportunities for personal and professional growthWorkLife and Wellness programs and resourcesOn-site Employee Assistance Program including access to free mental health servicesSupplemental insurance offered including additional life, short