Patient Services Representative 3 Lead

Patient Services Representative 3 Lead University of California Davis, United States 1 day ago

Location:

California City, CALIFORNIA

Job Type:

FullTime Skip to Main Content Press Control+M to start dragging object ptnbsid=%2b1swdaci66GnCvddfobrQQqh808%3d Accessibility Enable Screen Reader Mode Keyboard Shortcuts Accessibility Help Job Description Search Category Name Search keywords Search in... Search Category Name No results to display Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Title Actions Home Help Job Description More Actions UC Davis Health Careers Sign In New User Previous Job Job Title Patient Services Representative 3 Lead Next Job Apply for Job Job ID 85894 Location Sacramento Full/Part Time Full Time Add to My Favorite Jobs this Job Job Summary 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. Percentages of time allocated to functions in this position description are a guideline only. Individual assignments and time actually worked in each functional area may vary based on the department's operational needs. Apply By Date 5/11/2026 by 11:59pm Minimum Qualifications

• For full consideration, applicants are encouraged to upload license and/or certification if required of the position 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. Preferred Qualifications 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. Key Responsibilities 50%

• Lead Responsibilities 50%
• Additional Job Functions Department Overview The Patient Contact Center (PCC) is a centralized contact center providing patient service support via telephone (inbound and outbound), Epic, messaging and work queue systems.

The PCC is responsible for more than 30% of all appointment and service engagements across UCDH ambulatory division. Service of patient appointments are supported with dynamic guidelines and process flows (which can include systematic decision tree workflows). We proactively support our ambulatory partners with change needs as possible. Perform in a leadership role for a unit/department/clinic by providing instruction or training to employees and actively participating in coordination of front office functions under the direction of the supervisor or manager. Initiate development of improvement processes based on knowledge, experience and responsibilities. Serve as a resource for front office functions and workflow issues within assigned department. Provides instruction and training that may include mentoring new employees, completion of front office competencies, and implementation of new policies, procedures or data system changes. Instruction may be done individually or with groups. Identifies potential staff training needs and communicates information to supervisor or manager. Assist supervisor or manager with staff assignments, which may include independent decision-making regarding staffing needs and/or communicating assignments to staff and giving directions regarding duties. Participate with supervisor and manager in review of statistical data, which may include development and implementation of action plans, measurements and appropriate follow up. May serve as a point person in absence of supervisor or manager for operational issues, patient complaints, or facility issues.

POSITION INFORMATION

Salary or Pay Range:

$30.65

• $38.

10

Salary Frequency:

Hourly

Salary Grade:

126

UC Job Title:

MED OFC SVC CRD LD 3

UC Job Code:

008882

Number of Positions:

1

Appointment Type:

Staff:

Career

Percentage of Time:

100% Shift (Work Schedule): 8AM-5PM

Location:

Patient Contact Center (HSP166)

• Rancho Cordova, CA

Union Representation:

EX-Patient Care Technical

Benefits Eligible:

Yes This position is 100% on-site Benefits Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page . If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at

UC:

ucnet.universityofcalifornia/labor/bargaining-units/index High quality and low-cost medical plans to choose from to fit your family's needs 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 annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Access to free professional development courses and learning opportunities for personal and professional growth 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 for qualified roles Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here Physical Demands Standing

• Occasional Up to 3 Hours Walking
• Occasional Up to 3 Hours Sitting
• Frequent 3 to 6 Hours Lifting/Carrying 0-25 Lbs
• Occasional Up to 3 Hours Pushing/Pulling 0-25 Lbs
• Occasional Up to 3 Hours Bending/Stooping
• Occasional Up to 3 Hours Squatting/Kneeling
• Occasional Up to 3 Hours Twisting
• Occasional Up to 3 Hours Reaching overhead
• Occasional Up to 3 Hours Keyboard use/repetitive motion
• Frequent 3 to 6 Hours Mental Demands Sustained attention and concentration
• Frequent 3 to 6 Hours Complex problem solving/reasoning
• Occasional Up to 3 Hours Ability to organize & prioritize
• Frequent 3 to 6 Hours Communication skills
• Frequent 3 to 6 Hours Numerical skills
• Occasional Up to 3 Hours Constant Interaction
• Frequent 3 to 6 Hours Customer/Patient Contact
• Frequent 3 to 6 Hours Multiple Concurrent Tasks
• Frequent 3 to 6 Hours Work Environment UC Davis is a smoke and tobacco free campus effective January 1, 2014.

Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space. Must be willing to work overtime, variable days (including weekends), hours, and locations as required to meet business needs of the practice. Facility layout has a modern design supporting efficiency, offers minimal distractions, and allows a lot of natural light into the workspace. Special Requirements

• Please contact your recruiter with questions regarding which activities by position This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement:

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer. A Culture of Opportunity and Belonging At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together. As you consider joining UC Davis, we invite you to explore our Principles of Community , our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal 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. To view the University of California's Anti-Discrimination Policy, please visit: policy.ucop/doc/1001004/Anti-Discrimination Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to even if your experience doesn't match every listed requirement. #YouBelongHere To learn more about our background check program, please visit: hr.ucdavis/departments/recruitment/ucd/selection/background-checks Apply for Job