Patient Services Representative 3 Lead Job at University of California

Patient Services Representative 3 Lead

University of California - Office of the President

Location:
United States , Rancho Cordova

Category:
Customer Service

Contract Type:
Employment contract

Salary:

30.65 - 38.10 USD / Hour

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Job offer has expired

Job Description:

The 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.

Job Responsibility:

50% - Lead Responsibilities
50% - Additional Job Functions

Requirements:

High School / GED equivalent or related work experience
Experience 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.

Nice to have:

Associate degree or related work experience
At least three (3) years of customer service and/or call center experience
At least one (1) year of recent UC Davis Referral Processing
At 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.

What we offer:

High quality and low-cost medical plans
UC pays for Dental and Vision insurance premiums for you and your family
Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
Paid Holidays
Paid Time Off/Vacation/Sick Time
Continuing Education (CE) allowance and Education Reimbursement Program
Access to free professional development courses and learning opportunities
WorkLife and Wellness programs and resources
On-site Employee Assistance Program including access to free mental health services
Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program
Retirement benefit options including Pension and other Retirement Saving Plans.

Additional Information:

Job Posted:
May 09, 2026

Expiration:
May 13, 2026

Employment Type:

Fulltime

Work Type:

On-site work

University of California - Office of the President - All Job Offers

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