Patient Services Representative 3

The incumbent will be working in a Call Center Environment and responsible for sustaining an environment of intrinsic good will 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.

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.

Percentages of time allocated to functions in this position description are a guideline only. Individual assignments and time actually worked in each functional area may vary based on the department's operational needs.

This posting is a Transfer/Promotional opportunity for UCD/UCDHS Employees (internal candidates). Applications from current UCD/UCDHS employees will be considered first. Applications from the public/external candidates may be considered if an internal candidate is not selected as the most qualified applicant.

Apply By Date: 11/7/2025 by 11:59pm

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
• Experience with practices and protocols related to medical office and/or health care scheduling or insurance procedures, (i.e. medical terminology, appointments, medical records, insurance verification, cashiering, billing, etc.)
• 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 40WPM 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

• 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
• Recent experience in outpatient medical office
• Experience working in a front office for a clinic, physician or health insurance company processing referrals or authorizations for patient services. Examples could include scheduling, ordering patient records to support diagnosis or medical necessity
• Previous experience in the specialty of the hiring outpatient clinic
• Knowledge of medical terminology and healthcare systems; Epic experience preferred.

Key Responsibilities

• 50% - Coordination of Medical Office Services
• 50% - Additional Job Functions

Department Overview

The Patient Call Center Service Support team provides flexible assistance across all call center functions to ensure seamless patient access and continuity of care. The team manages a wide range of responsibilities, including inbound and outbound call processing, appointment scheduling, referral management, and work queue resolution. Service Support staff rotate between different call center areas to meet workload demands, provide coverage, and maintain service-level goals. By adapting to the needs of multiple teams, the Service Support staff play a vital role in reducing delays, supporting clinical workflows, and enhancing the overall patient experience with consistent, high-quality customer service.

Department Specific Job Scope

The Patient Contact Center (PCC) is a dynamic, fast-paced environment engaging with patients both verbally and in written format. Often in a professionally demanding environment, the position requires employees to think quickly, multitask effectively, and be flexible with changing policy as our organization grows and develops. As patient support is over the phone and electronic the contact center requires skilled, engaging, and supportive verbal and written communication styles.

POSITION INFORMATION

• Salary or Pay Range: $29.46 - $36.63
• Salary Frequency: Hourly
• Salary Grade: 266
• UC Job Title: MED OFC SVC CRD 3
• UC Job Code: 009214
• Number of Positions: 1
• Appointment Type: Staff: Career
• Percentage of Time: 100%
• Shift (Work Schedule): 8-5
• Location: Patient Contact Center (HSP166)
• Union Representation: EX-Patient Care Technical
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy or and our .

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

• 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

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 c