Medical Call Center Customer Service Representative – Engemann Student Health – Full Time 8 Hour Rotating Shift (Non-Exempt) (Non-Union) – (Los Angeles, California, United States)

Serves as primary point of contact for access to USC academic medical centers and USC Health Sciences Campus. Answers, screens and directs incoming and outgoing telephone calls, electronic messages and other web-based communications using a call management system. Responds to basic inquires and refers other inquires to appropriate medical personnel. Contacts and distributes messages to medical personnel using a variety of electronic methods including text, voice and email systems. Schedules and confirms initial and follow-up medical appointments, registers patients and performs insurance verification.

Counsels prospective and current undergraduate and graduate students and families on Student Health services. Communicates 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. Conducts appointment and scheduling requests using health center internal systems. Performs student health inquiry analysis and provides historical review of business needs via internal and university systems and email communications. Handles student health insurance matters and serves as liaison between students and health insurance division or insurance providers. Evaluates student problems and refers students to appropriate student services office for additional assistance, 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.

Essential Duties:

  • Counsels prospective and current undergraduate and graduate students and families on Student Health services. Provides critical and general information for all divisions within the health center to inquirers such as student health insurance programs, policies, procedures, requirements, deadlines, etc. by telephone, email, correspondence and in-person.
  • 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.
  • Performs student health inquiry analysis and provides historical review of business functions and needs via internal and university systems and email communications. Assesses general inquiries, critical issues and life threatening situations in order to provide appropriate service.
  • Contacts and distributes messages to medical personnel using a variety of electronic methods, including text, voice, email, and medical records systems.
  • 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)

The hourly rate range for this position is $16.36 – $25.25. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

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