Call Center Representative

About This Role

This call center representative position is the first point of contact for customers and patients calling UCR Health. Working in the patient access center, the role performs tasks that contribute to efficient daily operations and a positive patient experience, under the general supervision of a supervisor.

Responsibilities

• Provide prompt and courteous telephone assistance to callers
• Answer and screen a high volume of incoming calls
• Verify financial and geographic eligibility
• Schedule, cancel, and reschedule patient appointments according to insurance and assigned provider, or at the request of the patient, provider, or clinic needs
• Take and send messages, routing them to the correct department pools
• Verify and update patient demographics
• Check appointment availability across clinic sites and schedule patients accordingly
• Assist with appointment cancellations
• Pre-register callers and patients in the electronic medical record system
• Determine if the caller/patient qualifies after checking insurance eligibility
• Screen patients for demographic accuracy and update demographics
• Verify insurance and update insurance data upon receiving calls for eligibility
• Perform other duties as assigned by supervisor

Requirements

• Medical Assistant Diploma
• A minimum of two years of experience working in a call center or front office role coordinating schedules and performing duties related to checking in patients
• At least one of these years should be in a medical clinic office or hospital setting where insurance verification and patient financial responsibilities are performed
• Overtime required
• Strong oral and written communication skills to effectively communicate with patients of varying ages, diagnosis, and multicultural backgrounds
• Excellent customer service and strong interpersonal skills
• Must demonstrate customer service skills appropriate to the job
• Ability to recognize and handle customer complaints
• Ability to maintain a work pace appropriate to the workload
• Ability to work well in a constantly changing environment
• Must possess the skill, knowledge, and ability essential to the successful performance of assigned duties
• Familiarity with medical terminology
• Current work authorization

Important Details

• Schedule: may be required to work different shifts, including evenings, weekends, and holidays
• Locations: may be assigned to work remotely and at various UCR Health clinic locations

About the Company