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

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 patients 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 Bachelors degree Business or operations field OR
• Pref Associates 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)

USC 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 protected veteran status disability or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at or by email at. Inquiries will be treated as confidential to the extent permitted by law.

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• Digital Accessibility

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