Call Center Specialist Lead

Details

Posted: 04-Jun-24

Location: La Jolla, California

Salary: Open

Categories:

Administrative/Support
Staff/Administrative

Internal Number: 128518

UCSD Layoff from Career Appointment: Apply by 3/11/24 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 3/20/24. Eligible Special Selection clients should contact their Disability Counselor for assistance.

DESCRIPTION

Under general supervision, the Call Center Specialist Lead is responsible for delivering training programs to call center staff and providing customer service to patients of UCSD Health. Provides updates and details pertaining to policies/ processes. Trains new hires for specific job duties. Answers ACD line incoming customer calls, completing online registration, scheduling appointments and securing authorization for scheduled services. Operate CRT to gain and input information. Assists with flow planning and movement of schedules and add/ons. Assists with staff meetings, hiring, performance evaluations feedback, and other projects as needed. Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• Four (4) years of related call center and front desk experience in a large complex healthcare setting; or equivalent combination of education and experience.

• Knowledge of third-party payors including federal, state and private health plans.

• Experience updating Registration. Possess problem solving ability by using good judgment and applying these skills to assist customers and ensure customer expectations are met.

• Demonstrated computer skills and be able to work between multiple systems during calls.

• Must have excellent customer service and communication skills with the ability to communicate clearly both verbally and in writing.

PREFERRED QUALIFICATIONS

• Knowledge of Medical terminology, epic or similar systems and ACD telephony preferred.
• Training experience.

SPECIAL CONDITIONS

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.

Pay Transparency Act

Annual Full Pay Range: $63,016 - $78,384 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $30.18 - $37.54

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

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About University of California San Diego
UC San Diego is an academic powerhouse and economic engine, recognized as one of the top 8 public universities by U.S. News and World Report. Innovation is central to who we are and what we do. Here, students learn that knowledge isn't just acquired in the classroom - life is their laboratory. UC San Diego's rich academic portfolio includes six undergraduate colleges, five academic divisions and five graduate and professional schools. The university's award-winning scholars are experts at the forefront of their fields with an impressive track record for achieving scientific, medical and technological breakthroughs.
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