Medical Call Center Customer Service Representative

3 weeks ago

Los Angeles, United States Keck Medical Center of USC Full time

**Essential Duties**:

- Conducts appointment and scheduling requests using health center internal systems. Analyzes student needs and priority for multiple requests keeping in mind timing, demand, peak season availability, and professional resource issues or limitations. Creates and maintains medical data and reconciles to patient appointment records.
- Handles student health insurance matters related to coverage, student eligibility status, graduation timelines, maximum benefit, out-of-pocket costs, minimum unit/credit requirements and limitations. May verify insurance coverage utilizing telephone contacts and web inquiries. May determine if patients’ insurance meets university requirements.
- Initiate preliminary evaluation/ intake of student problems/ issues and refers students to appropriate student services office for additional counseling, as needed. Liaises with other offices on behalf of students to facilitate problem resolution.
- Presents or assists with presenting a comprehensive overview of student health center services provided by the university at orientation, marketing, and health promotion events.
- Reviews, researches and analyzes reasons for student contact in an effort to provide division with trends related to seasonal flows, student requests, streamline processes and opportunities, etc. Assesses findings and potential impact to services and policies. Serves as “voice of the customer’ regarding current programs and potential modifications.
- Assists in preparation or updating of knowledge database articles, documents, and/or ad hoc reports as directed by manager, director, or lead.
- Ensures patient’s rights to privacy, safety and confidentiality are maintained, in accordance with HIPPA regulations.
- Provides assistance to other departments and performs other duties as directed.
- Perform other duties as assigned.

**Required Qualifications**:

- Req High school or equivalent
- Req Demonstrated excellent interpersonal, oral, written and listening skills.
- Req Experience in high-pressure and multi-tasking environment.
- Req Flexible schedule and understanding of highly seasonal environment is essential.

**Preferred Qualifications**:

- Pref Bachelor's degree Business or operations field OR
- Pref Associate's degree Business or operations field
- Pref 2 years Experience working in a call center and/or in a healthcare customer service department/environment (or combination of that equals two or more years) in a higher education or medical facility preferred.
- Pref Previous experience answering calls in a rehab or counseling environment preferred
- Pref Knowledge of HIPPA compliance and various health insurance types preferred.
- Pref Knowledge of medical terminology strongly preferred.
- Pref Demonstrated knowledge of high-level computer literacy with practice management scheduling systems preferred.
- Pref Bilingual: Spanish, Chinese and other languages preferred.

**Required Licenses/Certifications**:

- Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

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