Medical Call Center Customer Service Representative - Engemann Admin Student Health - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

University of Southern California•Los Angeles, CA

13d•Onsite

About The Position

Serves as the primary point of contact for access to USC academic medical centers and the USC Health Sciences Campus. This role involves answering, screening, and directing incoming telephone calls, electronic messages, and other web-based communications using a call management system. The representative responds to basic inquiries and refers more complex issues to appropriate medical personnel. They also contact and distribute messages to medical personnel using various electronic methods and schedule/confirm medical appointments, register patients, and verify insurance. Specifically for the department, this role counsels students and families on Student Health services, communicates details about student health insurance programs, policies, and procedures, and handles appointment scheduling using internal health center systems. The representative also performs analysis of student health inquiries, reviews business needs, and acts as a liaison between students and health insurance providers. They evaluate student problems and refer them to appropriate student services offices as needed, and may assist in presenting health center services at university events. The role requires maintaining medical data, reconciling it with patient appointment records, and assessing general inquiries, critical issues, and life-threatening situations to provide appropriate service. Additionally, the representative ensures patient privacy, safety, and confidentiality in accordance with HIPPA regulations and provides assistance to other departments as directed.

Requirements

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

Nice To Haves

Bachelor's degree in Business or operations field OR Associate's degree in Business or operations field
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.
Previous experience answering calls in a rehab or counseling environment preferred
Knowledge of HIPPA compliance and various health insurance types preferred.
Knowledge of medical terminology strongly preferred.
Demonstrated knowledge of high-level computer literacy with practice management scheduling systems preferred.
Bilingual: Spanish, Chinese and other languages preferred.

Responsibilities

Serve as the primary point of contact for access to USC academic medical centers and USC Health Sciences Campus.
Answer, screen, and direct incoming and outgoing telephone calls, electronic messages, and other web-based communications using a call management system.
Respond to basic inquiries and refer other inquiries to appropriate medical personnel.
Contact and distribute messages to medical personnel using a variety of electronic methods including text, voice, and email systems.
Schedule and confirm initial and follow-up medical appointments.
Register patients and perform insurance verification.
Counsel prospective and current undergraduate and graduate students and families on Student Health services.
Communicate various options of student health insurance programs, policies, procedures, requirements, deadlines, etc., to prospective and existing students and their families via telephone, email, and online platforms.
Conduct appointment and scheduling requests using health center internal systems.
Perform student health inquiry analysis and provide historical review of business needs via internal and university systems and email communications.
Handle student health insurance matters and serve as liaison between students and health insurance division or insurance providers.
Evaluate student problems and refer students to appropriate student services office for additional assistance, as needed.
Liaise with other offices on behalf of students to facilitate problem resolution.
Present or assist with presenting a comprehensive overview of student health center services provided by the university at orientation, marketing, and health promotion events.
Create and maintain medical data and reconcile to patient appointment records.
Assess general inquiries, critical issues, and life threatening situations in order to provide appropriate service.
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.
Review, research and analyze reasons for student contact in an effort to provide division with trends related to seasonal flows, student requests, streamline processes and opportunities, etc.
Serve as “voice of the customer’ regarding current programs and potential modifications.
Assist in preparation or updating of knowledge database articles, documents, and/or ad hoc reports as directed by manager, director, or lead.
Ensure patient’s rights to privacy, safety and confidentiality are maintained, in accordance with HIPPA regulations.
Provide assistance to other departments and perform other duties as directed.
Perform other duties as assigned.