Under general supervision, the Call Center Specialist Lead is responsible for delivering training programs to call center staff and providing customer service to patients of UCSD Health. Provides updates and details pertaining to policies/ processes. Trains new hires for specific job duties. Answers ACD line incoming customer calls, completing online registration, scheduling appointments and securing authorization for scheduled services. Operate CRT to gain and input information. Assists with flow planning and movement of schedules and add/ons. Assists with staff meetings, hiring, performance evaluations feedback, and other projects as needed. Performs other duties as assigned.

• Four (4) years of related call center and front desk experience in a large complex healthcare setting; or equivalent combination of education and experience.

• Knowledge of third-party payors including federal, state and private health plans.

• Experience updating Registration. Possess problem solving ability by using good judgment and applying these skills to assist customers and ensure customer expectations are met.

• Demonstrated computer skills and be able to work between multiple systems during calls.

• Must have excellent customer service and communication skills with the ability to communicate clearly both verbally and in writing.

• Knowledge of Medical terminology, epic or similar systems and ACD telephony preferred.
• Training experience.

• 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.