Call Center Specialist Lead - 133105

Under the minimal supervision of the Contact Center Manager, the Practice Support Specialist primarily oversees and provides leadership and training for all back-end duties such as call center, referral, authorizations, coaching, and other advanced administrative duties, etc.

The Practice Support Specialist has oversight over his/her junior counterparts. The Practice Support Specialist serves as a resource for the entire department. With the guidance of the Contact Center Manager, the Practice Support Specialist initiates and participates in improvement efforts, which directly impact the practice. Performs other related duties as assigned.

• Three (3) years of previous related experience; skills, and extensive knowledgeof practices,

• One (1) year of supervisory or administrative lead experience in a large complex healthcare setting or call center setting.

• Experience working in a call center environment.

• Possess working knowledge of performance metrics.

• Experience in referrals and following specific scheduling protocols. Ability to register/schedule appointments by working between two systems.

• Proficient knowledge of computer programs to include Excel, PowerPoint, Graphs, Word, etc.

• Possess the skills and extensive knowledge of practices in an ambulatory setting.

• Extensive knowledge of medical insurance, authorization, and referral processes as well as institutional contract matrix and institutional processes.

• High-level customer service and teamwork.

• Experience in ambulatory practice call center environment.
• Epic.
• Bilingual in Spanish and English.

• Able to flex work hours, including overtime, weekends, and holidays if required for business needs.
• 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.

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
For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.