Responsible for providing a full range of customer and patient services as part of the GI and Hepatology Care Navigation Hub. Develops and implements processes to ensure customer service needs are met with speed and accuracy and resolve customer service issues. Responds to customer inquiries and/or problems. Researches and resolves questions and problems, maintains records, and communicates resolution and/or status. Directs subordinates to complete assignments using established guidelines, procedures, and policies. Responsible for departmental budget and staffing. Requires full knowledge of own area of functional responsibility.

• Bachelor's Degree in business, healthcare administration or related area; and/or equivalent combination of experience/training.

• A minimum of five (5+) or more years of supervisory Call Center experience.

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

• Comprehensive understanding of health insurance plans and the California payer environment, referral/request for service receipt and management, clinical triage processes, appointment scheduling, insurance eligibility, pre-certification procurement, and pre-registration activities.

• Proficient computer skills and knowledge of call center technology.

• Strong communication skills. Excellent interpersonal skills using tact, patience, and courtesy.

• Skilled in process optimization and productivity. Continuous focus on quality and process improvement.

• Five (5+) or more years of Epic and/or Call Center software experience.
• Supervisory experience in registration, finance, authorization, insurance, or scheduling function.
• Call Center experience in healthcare.
• Process improvement experience or Lean Six Sigma Certification.

• 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.