Ambulatory Care Supervisor 1 Patient Contact Center

Department Description

The UC Davis Health Patient Contact Center is a developing service area tasked with providing the highest possible levels of patient / customer service to consumers seeking services or information within the health system. Contacts will be related to, but not limited to scheduling appointments and associated activities (registration, insurance verification, etc.), facilitating communication between patients and physicians, between physicians and other providers, and assisting with any questions consumers may have.

This position is within the ENT unit of PCC. The ENT pod supports inbound and outbound calls, as well as various referral/patient work queues.

Job Summary

Final Filing Date

07/21/2023

Salary Range

$2,272.03 - $4,310.34

Salary Frequency

Biweekly

Appointment Type

Career

Number of Positions

1

Percentage of Time

100%

Shift Hour

8 hours

Location

Patient Contact Center

City

Rancho Cordova

Union Representation

No

Benefits Eligible

Yes

We offer exceptional employment benefits including medical, dental, and vision plans, generous paid vacations and holidays, excellent retirement savings and investment plans, continuing education, and reduced fee and scholarship programs.

THIS IS NOT AN H1- B OPPORTUNITY

Responsibilities

The incumbent is responsible for sustaining an environment of intrinsic good will for the practice while providing optimum services to patients. This position serves as office supervisor and functions under the direction of the Department Manager, to supervise a large group of employees and provide accountability as delegated for the day-to-day operations of the designated clinic location.

Required Qualifications

Demonstrated ability to work independently with little direction.

Demonstrated decision-making skills that reflect the ability to supervise a specified unit of workers.

Must be able to represent assigned unit serving as subject matter expert and resource person for the staff.

Problem solving skills to independently define issues create viable solutions and exercise delegated authority to take action for prompt and satisfactory resolution.

Ability to seek appropriate assistance from others when limit of delegated authority has been reached.

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, both in person and on the telephone; and to effectively respond to individuals who may be angry or upset.

Ability to project and attitude of professionalism and service orientation and be able to instill this attitude in staff. Ability to communicate effectively (both orally and in writing) with all levels of staff, patients and providers.

Skills to interview applicants utilizing effective screening techniques.

Knowledge of standard hiring protocols.

Ability to objectively and constructively evaluate employee performances relating to specific job description, standards of performance and goals.

Ability to train, supervise, offer conflict resolution.

Administer disciplinary action; initiate and follow through with corrective action up to and including dismissal.

Ability to understand human motivation and needs and encourage employee development and initiative.

Organizational skills to prioritize, coordinate, and direct a variety of concurrent assignments in an effective and efficient manner.

Ability to adjust to changing workload or assignments and pressures of increased workload or deadlines.

Ability 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.

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, template maintenance, maintenance of demographic and insurance information).

Administrative skills to oversee daily office operations; participate in development of policies, procedures and systems; handle facility, equipment and supply needs.

Typing skills sufficient 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.

Bookkeeping skills sufficient to maintain accurate records of patient financial transaction, prepare related financial reports, balance cash box, and prepare deposits.

Knowledge of practices and protocols related to medical office procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, 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 workers' 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-9, CPT and HCPCS coding sufficient to identify services performed; including diagnoses, procedures, and supplies.

Ability to understand and follow industry process improvement methods in order to identify, plan, implement, and measure outcomes.

Applicants are encouraged to upload license and certification if required of the position.

Preferred Qualifications

Recent supervisory / leadership experience in healthcare setting.

UCD / UCDH experience.

Prior experience working in ambulatory operations.

Previous oversight of a call center environment or high call volume division experience.

Critical thinking skills to analyze, communicate, collaborate, and strategize effectively.

Special Requirements

Must be willing to work variable days (including weekends), hours and locations as required to meet business needs of the practice.

This position may be subject to a criminal background investigation, drug screen, Live Scan fingerprinting, medical evaluation clearance, and functional capacity assessment.

The University of California has implemented a SARS-CoV-2 (COVID-19) Vaccination Program SARS-CoV-2 Vaccination Policy (ucop.edu) covering all employees. To be compliant with the policy, employees must submit proof of vaccination or a University-approved exception or deferral.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve.

We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here.

As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected.

The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.

Final Filing Date

07/21/2023

Salary Range

$2,272.03 - $4,310.34

Salary Frequency

Biweekly

Appointment Type

Career

Number of Positions

1

Percentage of Time

100%

Shift Hour

8 hours

Location

Patient Contact Center

City

Rancho Cordova

Union Representation

No

Benefits Eligible

Yes


To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucdmed/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=5&JobOpeningId=55509&PostingSeq=1

The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.





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About University of California Davis Health System

UC Davis is the home of the Aggies — go-getters, change makers and problem solvers who make their mark at one of the top public universities in the United States. Since we first opened in 1908, we’ve been known for standout academics, sustainability and Aggie Pride as well as valuing the Northern California lifestyle. These themes are woven into our 100-plus-year history and our reputation for solving problems related to food, health, the environment and society.Our 5,300-acre campus is in the city of Davis, a vibrant college town of about 68,000 located in Yolo County. The state capital is 20 minutes away, and world-class destinations such as the San Francisco Bay Area, Lake Tahoe and the Napa Valley are within a two-hour drive.

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