University of California- Davis Health
Patient Contact Center Patient Services Representative 3
University of California- Davis Health, Sacramento, California, United States, 95828
Job Summary
UCDH Patient Contact Center (PCC) is the front door for patients and families seeking medical care. As a PCC Center Contact Center Agent, you will work in a Call Center Environment, sustaining an environment of intrinsic goodwill while providing optimal services to patients. You will support the department/clinical team, providing excellent and compassionate health‑based customer service with courtesy, empathy, and efficiency. Your role relies on technology (phone systems, CRM software) and teamwork to manage calls and track customer interactions. Key Responsibilities
Coordinate Medical Office Services (50%) Additional Job Functions (50%) Minimum Qualifications
High School / GED equivalent or related work experience. Experience with medical office and health‑care scheduling or insurance procedures (medical terminology, appointments, medical records, insurance verification, cashiering, billing). Interpersonal skills to establish and maintain effective working relationships with co‑workers and to interact with patients and the public with patience, courtesy, and professionalism on the telephone. Ability to use computer system applications (email, spreadsheets, word processing) and medical office management (scheduling, demographic and insurance information). Typing skills 40 WPM. Clear writing skills, proper grammar, spelling, and punctuation for routine correspondence. Organizing skills to prioritize work and respond flexibly to changes in a high‑volume patient activity environment. Knowledge of medical office procedures, medical terminology, appointments, medical records, insurance verification, billing, and filing skills for logs and files. Knowledge of laws, regulations, guidelines governing medical records and patient privacy (HIPAA). Knowledge of health‑care insurance systems (Medi‑Cal, Medi‑Care, HMO, PPO, fee‑for‑service, county‑funded coverage, worker’s compensation) for authorizations, appointments, referrals, diagnostics, billing, and patient instructions. Knowledge of ICD‑10, CPT, and HCPCS coding to identify services performed. Preferred Qualifications
At least three (3) years of customer service experience and/or call center experience. Recent experience with EMR, such as EPIC, including In Basket and Work Queues. Training or equivalent recent experience in billing, authorizations, referrals, medical terminology, and comprehensive insurance plans and products. 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. Position Information
Salary: $29.46 - $36.63 per hour Salary Frequency: Hourly Salary Grade: 266 UC Job Title: MED OFC SVC CRD 3 UC Job Code: 009214 Number of Positions: Multiple Appointment Type: Staff: Career Percentage of Time: 100% Shift: 8 am – 5 pm Location: Patient Contact Center (HSP166) - Rancho Cordova, CA Union Representation: EX-Patient Care Technical Benefits Eligible: Yes Location: 100% on‑site Benefits
UC Davis offers a full range of benefits, resources, and programs to help you bring your best self to work and achieve health, wellness, financial, and career goals. High‑quality, low‑cost medical plans UC pays for Dental and Vision insurance premiums Extensive leave benefits (Pregnancy, Parental, Family & Medical Leave) Paid Holidays and paid time off/vacation/sick time (per UC Davis policies or collective bargaining agreement) Continuing Education allowance and Education Reimbursement Program (per UC Davis policies or collective bargaining agreement) Access to free professional development courses and learning opportunities WorkLife and Wellness programs and resources On‑site Employee Assistance Program (free mental health services) Supplemental insurance (life, short/long term disability, pet insurance, legal coverage) Public Service Loan Forgiveness and Student Loan Repayment Assistance Program (qualified roles) Retirement benefit options (Pension and other retirement saving plans) 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 – frequent 3 to 6 hours Mental Demands
Sustained attention and concentration – frequent 3 to 6 hours Complex problem solving – 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 smoke- and tobacco-free (indoor and outdoor). Must be willing to work variable days (including weekends), hours, and locations as required. Special Requirements
Employment contingent upon criminal background check, drug screening, medical evaluation clearance, and functional capacity assessment. Designation as a mandated reporter under CANRA and UC policy; compliance with applicable policies, procedures, and training required. Legal Notice
UC Davis is an Equal Opportunity 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.
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UCDH Patient Contact Center (PCC) is the front door for patients and families seeking medical care. As a PCC Center Contact Center Agent, you will work in a Call Center Environment, sustaining an environment of intrinsic goodwill while providing optimal services to patients. You will support the department/clinical team, providing excellent and compassionate health‑based customer service with courtesy, empathy, and efficiency. Your role relies on technology (phone systems, CRM software) and teamwork to manage calls and track customer interactions. Key Responsibilities
Coordinate Medical Office Services (50%) Additional Job Functions (50%) Minimum Qualifications
High School / GED equivalent or related work experience. Experience with medical office and health‑care scheduling or insurance procedures (medical terminology, appointments, medical records, insurance verification, cashiering, billing). Interpersonal skills to establish and maintain effective working relationships with co‑workers and to interact with patients and the public with patience, courtesy, and professionalism on the telephone. Ability to use computer system applications (email, spreadsheets, word processing) and medical office management (scheduling, demographic and insurance information). Typing skills 40 WPM. Clear writing skills, proper grammar, spelling, and punctuation for routine correspondence. Organizing skills to prioritize work and respond flexibly to changes in a high‑volume patient activity environment. Knowledge of medical office procedures, medical terminology, appointments, medical records, insurance verification, billing, and filing skills for logs and files. Knowledge of laws, regulations, guidelines governing medical records and patient privacy (HIPAA). Knowledge of health‑care insurance systems (Medi‑Cal, Medi‑Care, HMO, PPO, fee‑for‑service, county‑funded coverage, worker’s compensation) for authorizations, appointments, referrals, diagnostics, billing, and patient instructions. Knowledge of ICD‑10, CPT, and HCPCS coding to identify services performed. Preferred Qualifications
At least three (3) years of customer service experience and/or call center experience. Recent experience with EMR, such as EPIC, including In Basket and Work Queues. Training or equivalent recent experience in billing, authorizations, referrals, medical terminology, and comprehensive insurance plans and products. 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. Position Information
Salary: $29.46 - $36.63 per hour Salary Frequency: Hourly Salary Grade: 266 UC Job Title: MED OFC SVC CRD 3 UC Job Code: 009214 Number of Positions: Multiple Appointment Type: Staff: Career Percentage of Time: 100% Shift: 8 am – 5 pm Location: Patient Contact Center (HSP166) - Rancho Cordova, CA Union Representation: EX-Patient Care Technical Benefits Eligible: Yes Location: 100% on‑site Benefits
UC Davis offers a full range of benefits, resources, and programs to help you bring your best self to work and achieve health, wellness, financial, and career goals. High‑quality, low‑cost medical plans UC pays for Dental and Vision insurance premiums Extensive leave benefits (Pregnancy, Parental, Family & Medical Leave) Paid Holidays and paid time off/vacation/sick time (per UC Davis policies or collective bargaining agreement) Continuing Education allowance and Education Reimbursement Program (per UC Davis policies or collective bargaining agreement) Access to free professional development courses and learning opportunities WorkLife and Wellness programs and resources On‑site Employee Assistance Program (free mental health services) Supplemental insurance (life, short/long term disability, pet insurance, legal coverage) Public Service Loan Forgiveness and Student Loan Repayment Assistance Program (qualified roles) Retirement benefit options (Pension and other retirement saving plans) 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 – frequent 3 to 6 hours Mental Demands
Sustained attention and concentration – frequent 3 to 6 hours Complex problem solving – 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 smoke- and tobacco-free (indoor and outdoor). Must be willing to work variable days (including weekends), hours, and locations as required. Special Requirements
Employment contingent upon criminal background check, drug screening, medical evaluation clearance, and functional capacity assessment. Designation as a mandated reporter under CANRA and UC policy; compliance with applicable policies, procedures, and training required. Legal Notice
UC Davis is an Equal Opportunity 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.
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