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Call Center Representative

Job Number Full/Part Time Schedule Salary
26801075 Full Time 9am - 6pm $42,595 - $52,785

Position Information

Working in the call center, performs tasks to contribute to the efficient day to day operations and a positive patient experience. Working at assigned UCR clinic location, this position will primarily be the voice heard when customers and patients call UCR Health. Under the general supervision of the clinic manager and director of ambulatory operations, performs a full range of call center duties. Duties can include: prompt and courteous telephone assistance to callers, answer, screen and triage a high volume of incoming calls, verify financial and geographic eligibility, schedule/cancel patient appointments according to their insurance and assigned provider, schedule/reschedule/cancel patient appointment at the request of the patient, provider or clinic needs, verify and update patient demographics. Checks appointment availability across clinic sites and schedules patients accordingly and assists with appointment cancellations. Pre-registers callers and patients in the electronic medical record system and determines 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. This position may be assigned to work at various clinic locations in the inland empire. This position may be required to work different shifts, including evenings, weekends, and holidays.

**As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of Full Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is eight weeks after their first date of employment. **

Education

Education Requirements

Degree Requirement
Medical Assistant Diploma. Preferred
An Associate degree in business or related field. Preferred

Licenses

License Requirement
Valid Driver License Preferred

Experience

Experience Requirement
A minimum of two (2) years of experience working in a front office role coordinating schedules and performing duties related to checking in patients. At least one (1) of these years should be in a medical clinic office or hospital setting where insurance verification and patient financial responsibilities are performed. Required
Prior experience in working in an insurance company, with third party payers, and/or in credit/collections. Experience using standard office equipment and computers. Typing speed of 35 wpm, and previous electronic medical records experience (EMR). Required

Special Conditions

Special Condition Requirement
Overtime Required
Travel Required
Shift Work (hours outside standard Mon-Fri 8AM-5PM work hours) Required
Must possess or obtain a Valid CA Driver License in accordance with the California Department of Motor Vehicles, if driving a university/personal vehicle for university related business. Required

Minimum Requirements

Familiar with medical terminology.
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.
Must possess the skill, knowledge and ability essential to the successful performance of assigned duties.
Ability to maintain a work pace appropriate to the workload and ability to work well in a constantly changing environment.

Preferred Qualifications

Bilingual skills in English and Spanish.

Additional Information

In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.

UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.

  • UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.

  • UC Riverside is the top university in the United States for social mobility. - U.S. News 2020

  • UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.

  • Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019

  • Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings

  • UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.


The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

For information about our generous employee benefits package, visit: Employee Benefits Overview

Job Description Details

More Information

General Campus Information

University of California, Riverside
900 University Ave.
Riverside, CA 92521
Tel: (951) 827-1012

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Department Information

Human Resources
1160 University Ave.
Riverside, CA 92521

Fax: (951) 827-6493
E-mail: jobshelp@ucr.edu

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