UC Davis Health
Patient Contact Center Patient Services Representative 2
UC Davis Health, Sacramento, California, United States, 95828
Join to apply for the
Patient Contact Center Patient Services Representative 2
role at
UC Davis Health .
The incumbent will be working in a call center environment and responsible for sustaining an environment of intrinsic goodwill for the practices while providing optimum services to patients. This position performs a variety of duties, providing support for the department/clinical team for which it is assigned.
Job Status : #CA-SS
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.
Apply By Date : January 9, 2026 at 11:59 PM
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
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 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, maintenance of demographic and insurance information). Typing skills of 40 WPM 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, 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
Prior medical setting and/or hospital experience
Experience with medical insurance verification within a medical environment
At least two (2) years of customer service and/or call center experience
Experience performing appointment scheduling and patient registration
Key Responsibilities
50% – Coordination of Medical Office Services
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.
This role supports service to patients appointment, service, and inquiries as well as presenting current policies and guidelines, making appointments and messaging clinicians and departments. Follow workflows and system decision tree guidance when available, works to support meeting service and individual goals and metrics, providing consistent, and accurate scheduling and support to each and every patient. Although the primary focus of the job is direct patient interaction, work to support referral processing or other administrative needs is also part of the position.
POSITION INFORMATION
Salary or Pay Range: $27.31 – $33.88 hourly
Salary Frequency: Hourly
Salary Grade: 265
UC Job Title: MED OFC SVC CRD 2
UC Job Code: 009213
Number of Positions: Multiple
Appointment Type: Staff – Career
Percentage of Time: 100%
Shift (Work Schedule): 8 am – 5 pm
Location: Patient Contact Center (HSP166) – Rancho Cordova, CA
Union Representation: EX-Patient Care Technical
Benefits Eligible: Yes
This position is 100% on‑site
Benefits
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 apply 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.
The duties or functions of this position include the handling of cash (or cash equivalents).
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: https://policy.ucop.edu/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 apply unless they meet every qualification. You may be an excellent fit for this role—or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere
To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks
#J-18808-Ljbffr
Patient Contact Center Patient Services Representative 2
role at
UC Davis Health .
The incumbent will be working in a call center environment and responsible for sustaining an environment of intrinsic goodwill for the practices while providing optimum services to patients. This position performs a variety of duties, providing support for the department/clinical team for which it is assigned.
Job Status : #CA-SS
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.
Apply By Date : January 9, 2026 at 11:59 PM
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
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 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, maintenance of demographic and insurance information). Typing skills of 40 WPM 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, 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
Prior medical setting and/or hospital experience
Experience with medical insurance verification within a medical environment
At least two (2) years of customer service and/or call center experience
Experience performing appointment scheduling and patient registration
Key Responsibilities
50% – Coordination of Medical Office Services
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.
This role supports service to patients appointment, service, and inquiries as well as presenting current policies and guidelines, making appointments and messaging clinicians and departments. Follow workflows and system decision tree guidance when available, works to support meeting service and individual goals and metrics, providing consistent, and accurate scheduling and support to each and every patient. Although the primary focus of the job is direct patient interaction, work to support referral processing or other administrative needs is also part of the position.
POSITION INFORMATION
Salary or Pay Range: $27.31 – $33.88 hourly
Salary Frequency: Hourly
Salary Grade: 265
UC Job Title: MED OFC SVC CRD 2
UC Job Code: 009213
Number of Positions: Multiple
Appointment Type: Staff – Career
Percentage of Time: 100%
Shift (Work Schedule): 8 am – 5 pm
Location: Patient Contact Center (HSP166) – Rancho Cordova, CA
Union Representation: EX-Patient Care Technical
Benefits Eligible: Yes
This position is 100% on‑site
Benefits
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 apply 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.
The duties or functions of this position include the handling of cash (or cash equivalents).
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: https://policy.ucop.edu/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 apply unless they meet every qualification. You may be an excellent fit for this role—or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere
To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks
#J-18808-Ljbffr