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UCLA Health Call Center Agent Lead in Los Angeles, California



the general supervision of the call center supervisor, you will perform a full range of call

center duties:

  • Provide prompt and courteous telephone assistance to callers.

  • Answer, screen and triage a high volume of incoming calls, verify financial and geographic eligibility, schedule patients according to their insurance and assigned provider.

  • Verify and update patient demographics in NextGen.

  • Check appointment availability across all clinic sites and schedule patients accordingly and assist with appointment cancellations.

  • Pre-register callers and patients using the NextGen System if they qualify and after checking insurance eligibility via appropriate website.

  • Screen patients for demographic accuracy and update demographics in NextGen, verify insurance and update insurance data in NexGen system upon receiving calls for eligibility.


  • Demonstrated work experience in high volume call center or medical setting

  • Bilingual English/Spanish communication skills

  • Oral communication skills to receive and convey information clearly and concisely

  • Good interpersonal skills to interact effectively with callers and staff

  • Knowledge of major medical insurance plans, Managed Care Plans through Medi-Cal and Covered California coverage and benefits

  • Ability to verify insurance coverage via the internet in appropriate websites

  • Ability to type with speed and accuracy 45+ wpm

  • Working knowledge of NextGen System strongly preferred

  • Some knowledge of medical terminology is preferred

  • Demonstrated work experience in a community based health clinic is preferred

UCLA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.