Updated: Apr 28, 2023
Location: Orange
Job Type:
Department: Care Connect Program
UC Title: CONCIERGE 3
Position Number: 40986031
Reports to: Care Connect Operations Mgr
Working Title: Sr. Care Connect Liaison
Cost Center: Care Connect Program (428565)
Bargaining Unit: No Bargaining Unit
FLSA: Exempt
Date Created: 4/25/2023
Job Code: 004376
Hours: 40
Shift: Not Applicable
FTE: .80
Position Summary:
Incumbent is an experienced professional responsible for program development, planning, implementation, and coordination to increase the volume of international and domestic patients and executive health referrals and outreach. This involves donor development, marketing, and referral relationship management, excellence in customer service, and streamlining access to clinical services and fundraising. Engages in problem/issue analysis, determining solutions, and applying theory and a broad knowledge and in-depth understanding of the program. Participates as a member of the Health Advancement/University Advancement team and serves as a resource to other unit-based development colleagues about Care Connect program services. This position requires working flexible hours, including evenings, weekends, holidays, and on-call on a rotational basis.
Total Compensation
In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our:
Compensation practices (https://www.hr.uci.edu/partnership/totalrewards/compensation.php) and
Benefits (https://careersucirvine.ttcportals.com/pages/benefits).
Salary Range:
Annual Rate Minimum $48,500.00
Midpoint $67,000.00
Maximum $85,500.00
Core Organizational Functions:
ACCOUNTABILITY: Responsible for the achievements and success of UC Irvine Health. Follows through and meets commitments; accountable for own actions and supportive of colleagues; presents self in appearance and actions in a manner that conveys professionalism and pride in area of responsibility; projects a positive presence and ensures that work related or personal frustrations are kept separate from patient care and professional activities; takes responsibility for problems and solutions; follows existing policies and procedures.
RESPECT: Foster an environment of mutual respect and trust among ourselves and with all whom we serve. Is always compassionate and empathetic for both patients and team members; makes eye contact, smiles and or greets every individual using the individual’s name, if known; treats all guests and co-workers with the utmost respect, dignity, courtesy and respects their confidentiality; arrives to meetings on time; keeps personal conversations with other employees offstage, out of earshot of patients and visitors.
INTEGRITY: Tells the truth and strives to earn the trust of those around us. Takes pride in their work, being honest and accountable in their words and actions; meets or exceeds department defined service expectations; makes the right decision in the best interest of UC Irvine Health.
INNOVATION: Seeks ideas and approaches that can change the way the world discovers, teaches and heals. Approaches work creatively and continuously looks for new and flexible ways to solve problems; encourages and implements ideas to improve safety, customer service and operational performance; works to create efficient and effective systems so that time is not spent repeating and fixing problems; initiates and supports change.
SERVICE: Collaborates to effectively and compassionately serve our patients, each other and the community. Anticipates customer’s needs; maintains a calm, quiet, healing environment; accepts assignments graciously and carries out duties with pride; recognizes that every individual has an area of expertise and his/her contribution is valuable; keeps patients, families, customers and team members informed about time, thanks the person for waiting, and apologizes for delays.
EXCELLENCE: Committed to achieving the highest level of excellence in patient care, discovery and education. Demonstrates pride; practices humility; embraces greatness; encourages and praises others for work well done; learns to grow developing self and others personally and professionally; is accurate and strives for excellence; creates a positive and productive work climate.
Required Qualifications:
Bachelor Degree or equivalent experience in a related field
Must demonstrate professionalism and sensitivity to diverse cultural backgrounds at all times and in all situations
Previous experience registering patients in a healthcare setting
Previous experience obtaining financial authorizations for healthcare related procedures
Ability to establish and maintain effective working relationships across the Health System
Ability to maintain a work pace appropriate to the workload
Must demonstrate customer service skills appropriate to the job
Valid California Driver’s license
Excellent written and verbal English communication skills
Ability to break down complex concepts/policies to communicate effectively with a broad patient population.
Knowledge of patient privacy laws, access, release of information and control technologies.
Must be available to travel locally between medical/health center locations outside of regular business hours.
Must be available to work a flexible schedule including evening, weekends, holidays, and on-call on a rotational basis.
Experience working with benefactors and grateful patients in a healthcare system.
Five years' experience working in a patient-based, customer service position in the healthcare industry or equivalent combination of education and/or experience.
Ability to remain composed, professional and poised when working under pressure, meeting deadlines, and managing changing priorities.
Interpersonal skills to develop positive working relationships with patients, team members, and cross-functionally. Actively cooperates and supports the work of others to get a job done.
Demonstrates knowledge of concierge services and relevant medical center and UC policies; knowledge and understanding of relevant federal, state, and local regulations; and ability to follow processes to maintain compliance.
Working knowledge of medical center concierge services to perform essential functions efficiently and effectively.
Demonstrates critical thinking and problem-solving skills and resourcefulness to identify and evaluate issues and potential solutions and alternatives.
Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
Intermediate to advanced proficiency with MS Office applications including Word, Excel, PowerPoint, and Email
Ability to maintain confidentiality regarding job assignments and sensitive issues.
Preferred Qualifications:
Demonstrated knowledge of various health insurance programs and government funded healthcare programs
Knowledge of EPIC health management system.
Previous customer service experience with international clientele.
Knowledge of University and medical center organizations, policies, procedures and forms
Conditions of Employment:
The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:
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Background Check and Live Scan
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Legal Right to Work in the United States
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Vaccination Policies
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Smoking and Tobacco Policy
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Drug Free Environment
The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.
Details of each policy may be reviewed by visiting the following page: https://hr.uci.edu/new-hire/conditions-of-employment.php
Closing Statement:
The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.
We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI’s Employee Experience Center (EEC) at eec@uci.edu or at (949) 824-0500, Monday – Friday from 8:30 a.m. – 5:00 p.m.