Infusion Call Center Lead - 129053

Under the supervision of the Infusion Scheduling Supervisor, the Infusion Call Center Lead oversees the Infusion Call Center and is tasked with the appointment scheduling process in Epic, particularly for complex patient appointments. The incumbent is responsible for customer service, registration, appointment scheduling, and insurance verification in a busy, patient-focused contact center. Typical duties include answering multi-line incoming customer calls, completing registration for new or established patients in a timely and accurate manner and adheres to the established registration and scheduling protocols and standards. Responsibilities emphasize exemplary customer service and exceptional quality.

The Infusion Call Center Lead will train and coach staff in the Infusion scheduling process and work towards developing and improving scheduling procedures within the Infusion Center. Collaborating with the Infusion Center and Infusion Nurse Management team, they establish standards and procedures to uphold patient infusion schedules while identifying opportunities for enhanced efficiency and patient care delivery in both clinic areas and the call center.

Acting as a liaison between Infusion Center staff, Cancer Center teams, and UC San Diego fellow employees, including Physicians and Case Managers, the Lead also serves as a front-line customer service representative for scheduling issues and patient complaints/problem resolution across all clinic areas and the call center.

Additionally, the Infusion Scheduling Lead engages in improvement efforts under the guidance of the Infusion Scheduling Supervisor, reporting regularly on infusion scheduling and collaborating to address any issues or work on improvement projects. They provide support to Clinical Operations/Infusion Scheduling leadership in troubleshooting site-specific staffing challenges.

The lead's daily responsibilities will include fulfilling various clerical duties supporting patient services within clinical and call center areas, such as greeting patients, updating registrations, verifying insurance and authorizations, auditing billing documents, collecting co-pays, answering patient phone calls, updating templates, and providing assistance as required. Furthermore, they contribute to the development of tip sheets, training documents, policies, and procedures to optimize scheduling workflows and enhance the patient's experience.

The Infusion Scheduling Lead maintains a high level of professionalism in communication with patients, subordinates, peers, and physicians. They ensure seamless coordination and efficient operations and carry out any other lead duties necessary to support the Infusion Scheduling team's overall function. Performs other lead duties as required.

• Three (3) years of Patient Access experience in a large, complex healthcare environment.

• Demonstrated experience and proven success working in a fast-paced healthcare call center environment.

• Advanced knowledge of Infusion Scheduling/Oncology.

• Expert knowledge of Epic/Cadence.

• Experience with insurance and authorization.

• Possess demonstrated knowledge of third-party payors, including federal, state, and private health plans.

• Medical terminology training or certificate. Oncology-specific preferred.

• Demonstrated problem-solving ability by using good judgment and applying these skills to the customers and ensuring expectations are met.

• Demonstrated ability to independently set priorities in order to meet established deadlines; skill to work effectively in a high-volume environment.

• Highly proficient with MS Office: Excel, PowerPoint, Outlook, Word, etc.

• Familiar with hospital patient access systems.

• Must have excellent customer service skills.

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.