Patient Authorization Representatives (PARs) are under general administrative direction of their direct supervisor and Patient Communication Center managers. The PARs coordinate referrals from physicians and health care facilities for patients; provide a significant level of patient education related to their illness and planned treatment; and provide a high level of analytical services over the telephone for assigned practices or service areas by utilizing state-of-the-art telecommunications and computer information systems. These services include, but are not limited to: patient to physician communication, physician to physician communication, serve as a resource and contact for information and services, referral source to UCLA Health, and utilization of our EMR system to communicate patient care and schedule & register a variety of appointments effectively and efficiently. A Patient Authorization Representative serves as the initial point of contact for the UCLA Health System, including the 1-800-UCLAMD1 line; with the knowledge and ability to guide callers to particular clinic/service based on information provided by the caller. The PAR is additionally responsible for promoting core and specialty services to the physician community. This position provides support services in all functional areas of referral management including the utilization of affiliate services, cultivating and strengthening referral activities by implementing and promoting professional services. The PAR is best defined as a flexible patient care resource that focuses on system-specific service lines that are in alignment with the market strategy. Furthermore, Patient Authorization Representatives must multi-task between identifying areas for improving patient relations, ensuring that quality standards are met while providing extensive personalized customer service, and executing Patient Communication Center activities.
Ability to research, understand and explain healthcare services. Strong communication, interpersonal, collaborative, and analytical skills with a customer focus; must be able to foster and maintain sound working relationships. Independently motivated and driven to achieve high goals and seek continuous improvement in knowledge and skills. Minimum two years patient registration, insurance processing or appointment scheduling. EPIC EMR system knowledge, Receptionist, General office or a job related training program or minimum. Demonstrates ability to manage multiple, changing priorities in an effective and organized manner, under stressful demands while maintaining exceptional service. Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally. Maintains commitment to our customer service standards, World-Class practices, and CI-CARE principle. Knowledge of University policies and procedures Interpersonal/human relations skills. Basic knowledge of PC, phone systems and technology. Readily accepts work assignments and changes within UCLA Health in a positive manner. Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action. Requires a minimum of 2 years in Healthcare related industry. Three (3) years related work experience (Healthcare and/or Call Center.) PREFERRED: Education and experience equivalent to: Bachelor degree. Knowledge of medical procedures and terminology. Working knowledge of the UCLA Health System. Must be able to travel to various locations and adapt to different environments. Able to work various hours and locations based on operational needs. Fluent in written and spoken Spanish.
Job Type: Full-time
Salary: $22.72 /hour