Call Center Lead - Transplant - 129811

Payroll Title:

HOSP BLANK AST 4

Department:

RENAL TRANSPLANT

Hiring Pay Scale

$30.18 - $37.54 / Hour

Worksite:

Executive Drive

Appointment Type:

Career

Appointment Percent:

100%

Union:

EX Contract

Total Openings:

1

Work Schedule:

Days, 8 hrs/day, Monday

• Friday

#129811 Call Center Lead

• Transplant

Filing Deadline: Fri 5/24/2024

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UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.

UCSD Layoff from Career Appointment: Apply by 05/14/2024 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 05/24/2024. Eligible Special Selection clients should contact their Disability Counselor for assistance.

This position offers a hybrid work arrangement, which includes a combination of onsite and remote work.

DESCRIPTION

Under the supervision of the Call Center Management, the Call Center Lead primarily oversees, provides leadership and training for all Call Center staff. Duties include receiving and routing calls according to departmental protocols, completing EPIC Cadence registration, scheduling appointments and procedures, updates and oversees standard work for call center agents and other advanced administrative duties such as templates, right fax, eligibility, insurances, coaching, etc.

The Call Center Lead has oversight for other Call Center Specialists in the Center for Transplantation and will participate in Quality Assurance functions for the department. Creates the schedule for Call Center Specialists and is able to cover call center duties when needed. Partners with Call Center Management to handle call outs. Serves as a resource and liaison between the Transplant Call Center and Center for Transplantation Leadership and team members. Serves as first line of escalation for patient complaints. Responsible for customer service, registration, appointment scheduling and insurance verification.

The Call Center Lead will also answer multi- line incoming customer calls, receiving and routing calls, completing online registration, scheduling appointments and securing authorization for scheduled services. Navigate patient EMR to gain and input information. Job standards are to be performed at the EXPERT level. Other duties assigned as needed.

MINIMUM QUALIFICATIONS

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

• Experience with patient registration.

• Experience working with call center protocols.

• 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.

• Be a self-starter who is accountable and requires minimal direction and supervision; a person who is open to new ideas; and a creative and flexible individual who is comfortable working in a large, complex organization.

• Possess the personal characteristics of professionalism, credibility, commitment to high standards, innovation, discriminating judgment and accountability.

PREFERRED QUALIFICATIONS

• Bachelor's Degree in an applicable field.

• Previous experience in a lead or supervisory role.

• Working knowledge of Epic/Cadence.

• Working knowledge of Cisco/Finesse telephone systems

• Experience navigating/understanding tableau reporting.

• Experience with Calabrio Quality Monitoring.

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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If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20

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