Patient Support/Insurance Assistant

UC Santa Cruz Student Health Services is recruiting for a Patient Support/Insurance Assistant. This is a partial year career position with a 4-week unpaid summer work break. Positions with summer work breaks contain regularly scheduled non-work periods during which the Patient Support/Insurance Assistant remains an employee, retains health benefits, but is not at work.

As the largest employer in the county, rated as one of the most beautiful campuses, located on the coast overlooking Monterey Bay. UC Santa Cruz employs over 3,100 people in staff positions alone. UC Santa Cruz staff have access to comprehensive benefits packages.

Here is a sample of those benefits:

* Medical, Dental & Vision Care Insurance Plans
* UC Retirement Plan
* Group Term Life Insurance
* Legal Insurance
* Pet Insurance
* 13 Paid Holidays plus accrued vacation and sick leave
* Reduced fees for alternative methods of transportation
* Discount at UCSC recreation facilities

For information on the comprehensive benefits package offered by the university visit:
https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Thank you for your interest in UC Santa Cruz.

HOW TO APPLY

For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our website.

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INITIAL REVIEW DATE (IRD)

UC Santa Cruz jobs are posted until filled. All application materials submitted by 11:59 pm on the IRD will be routed to the hiring team for consideration. NOTE: Applicants who miss the IRD are still encouraged to apply; their materials will still be forwarded for consideration if requested by the hiring team. Application materials cannot be accepted outside of the jobs portal. Applications cannot be edited on an applicant's behalf. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 11-30-2026

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

UC Santa Cruz (UCSC) Student Health Services (SHS) is a full-service medical facility offering clinical, educational, and psychological support to UCSC students. SHS is deeply committed to ensuring affordable, well-integrated, multidisciplinary healthcare that effectively supports the university's diverse campus communities through equitable access and culturally competent, high-quality programs and services.

The Primary Care Program offers primary care and same-day care services, supported by on-site radiology, a COLA-accredited clinical laboratory, optometry, and the campus pharmacy offering prescription and over-the-counter products.

Counseling and Psychological Services (CAPS) provides a variety of mental health and psychological services to UCSC undergraduate and graduate students, including intake assessment, brief and long-term individual therapy, group therapy, crisis intervention, mental health outreach and workshop programming, consultation, and liaison relationships to support student mental health and well-being.

Additional departments include Student Insurance and Referral Programs; SHOP (Student Health Outreach and Promotion), home of the Condom Co-op and the Cove Collegiate Recovery Program, where students receive harm-reduction and recovery services; and CARE (Center for Advocacy, Resources & Empowerment), the advocacy and prevention education office that supports survivors of sexual assault, intimate partner/domestic violence and stalking.

Student Health Services employs approximately 150 staff and welcomes staff with an interest and experience working with college students with a wide range of ethnic, cultural, and gender identities.

More information can be found at: https://health.ucsc.edu

JOB SUMMARY

Under the direct supervision of the Clerical Support Supervisor, the Patient Support/Insurance Assistant performs a wide variety of tasks in the areas of reception, appointment scheduling, insurance, and billing.

Primary functional areas of responsibility vary depending on operational need within Student Health Services (SHS), which may dictate any combination of duties, utilizing medical background and training, and in accordance with department policies. Each position is cross-trained in all areas to provide backup support and primary coverage as needed.

APPOINTMENT INFORMATION

Budgeted Salary: $30.85/Hourly
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: Partial Year Career appointment with four week furlough in the summer

Job End Date: None

Work Location: UC Santa Cruz Main Campus

Union Representation: Clerical Employees (CX)

Job Code Classification: BLANK AST 3 (004722)

Travel: Never or Rarely

JOB DUTIES

50% - Reception & Appointment Scheduling

• Provides primary and service-oriented reception of customers in the Student Health Center (SHC).
• Greets visitors, directs incoming clients to the appropriate departments, registers students for Same Day Care, and checks in students for scheduled appointments. Interacts directly with Triage and Charge Nurse on matters of patient acuity and verifies accuracy of current contact and insurance information.
• Provides educational information and serves customers in an emotionally supportive manner in accordance with department guidelines as needed. Explains available services, basis for availability of care, and eligibility requirements for service. Explains basic billing and financial options. Advises patients and visitors regarding policies, procedures, and requirements.
• Answers phones, takes messages, and routes calls appropriately. Maintains, updates, and reviews clinical staff schedule and coordinates clinical coverage issues. Provides feedback to supervisor for improvements in office procedures. Tracks weekly crutch rentals and returns per SHC policy.
• Provides primary scheduling of medical appointments for students within the parameters of the SHC guidelines.
• Assists students to assess acuity of requested appointments. Balances phone and walk-in appointment-making requests.
• Proactively monitors and adjusts daily clinic schedules and templates in real-time to account for unanticipated absences to help assure adequate patient access to care. Uses informed analysis and judgment based on clinical knowledge to cancel or reschedule appointments in response to unexpected clinician absence.
• Utilizes tact, discretion, and confidentiality in all communications with staff, students, families, and outside medical services.

40% - Insurance

• Instructs Student Health Services (SHS) clerical and clinical staff, students, other UC departments, and outside providers on all aspects of the UC Student Health Insurance Plan (UC SHIP) and CruzCare.
• Serves as a resource for interpretation of insurance and billing policies and procedures for clinical and administrative staff, clinicians, and other departmental personnel.
• Follows procedures needed to administer the UC Student Health Insurance Plan (UC SHIP), including dental, vision, and CruzCare by confirming eligibility and benefits for insurance coverage, advising students of policy and procedure when receiving clinical referrals to receive health care off campus, acting as liaison between the clinician, student, outside health care provider, and claims processor, and explaining procedures and student benefits, regardless of insurance.
• Maintains awareness of deadlines and excellent working relationships with the Registrar's Office, Student Business Services, Cashier's Office, Graduate Division, Financial Aid and Scholarship Office, community health care providers and facilities, claims processors, and SHS clinical staff as necessary to accomplish these tasks.
• Aids students in comprehension of correspondence between insurance carriers and the student, and between insurance carriers and providers.
• Participates in annual updates for student insurance plans by giving feedback regarding the plan's effectiveness and recommended changes.
• Obtains prior authorization from outside and internal insurance providers for advanced imaging, including MRI, PET, and CAT scans, by following chart notes and providing further information as necessary for the patient to access necessary care promptly
• Tracks referrals and retro-referrals for follow-up and quality management of urgent or important cases to private providers in the community.
• Communicates regularly with UC SHIP and the insurance carriers on their services.
• Oversees and processes UC SHIP waivers each quarter.
• Updates and maintains the insurance database.
• Documents patient visits and communications.
• Follows up with patients using Help Scout and secure messaging.

10% - General Administrative Assistance

• Provides backup to all SHC patient support departments as necessary to provide operational flexibility and maintain high-quality customer service.
• Updates materials, creates and maintains files, and provides general administrative support. Creates, inputs, and updates various databases. Manages computerized files.
• Coordinates arrangements for special programs and meetings.
• Keeps bulletin boards and literature information up to date.
• Acts as troubleshooting support liaison between patient and clinical staff.
• Participates in quality assurance projects as assigned.
• Provides special project work as needed.

REQUIRED QUALIFICATIONS

• High school diploma or equivalent experience
• Customer-oriented, with the ability to listen and anticipate the needs of customers and to respond quickly to customer problems
• Demonstrated knowledge of medical terminology, anatomy, and diagnostic tests
• Demonstrated knowledge of medical records management
• Experience using computerized scheduling systems, information retrieval, and data entry
• Demonstrated ability to operate miscellaneous office equipment including PC
• Demonstrated experience reviewing data from multiple information systems, including insurance carrier and broker websites
• Excellent written communication skills
• Excellent oral communication skills with the ability to provide complex, detailed information clearly and concisely to a diverse population
• Demonstrated ability to identify, research, and resolve complex problems
• Close attention to detail with the ability to proofread work carefully
• Demonstrated exceptional organizational skills to ensure tasks are completed quickly and accurately
• Experience working on multiple tasks concurrently with frequent interruptions
• Excellent listening skills with the ability to work and communicate positively and cooperatively with management and supervisory staff, medical staff, co-workers, other healthcare personnel, patients, and their families when providing information and services, seeking assistance and clarification, and resolving problems
• Ability to handle difficult, sensitive, and confidential situations tactfully with accuracy, timeliness, confidentiality, and sensitivity
• Sensitivity to ethnic, cultural, and lifestyle diversity

PREFERRED QUALIFICATIONS

• One year clerical experience in a medical setting using computerized practice management systems and multiple phone line systems
• Experience changing computerized practice management clinician schedules
• Experience processing insurance referrals, denied claims, and eligibility

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Selected candidate must pass the employment misconduct disclosure process.
• Selected candidate will be required to take a TB test within 60 days of hire.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• Complete Health Insurance Portability and Accessibility (HIPAA) training within 30 days of hire.
• Will be required to comply with current Student Health Center employee health safety requirements for health care workers as defined by state and federal regulatory agencies. Current health safety requirements are discussed during interview.
• Ability to maintain appearance and conduct suitable for working in a professional setting.
• The selected candidate will be required to work all scheduled hours on-site.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.

• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

MISCONDUCT DISCLOSURE REQUIREMENT

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

• "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:
  • UC Sexual Violence and Sexual Harassment Policy
  • UC Anti-Discrimination Policy
  • Abusive Conduct in the Workplace

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

NOTICE OF AVAILABILITY

EEO/AA

The University of California is an Equal Opportunity Employer. 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 Anti-Discrimination Policy.

It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts, consistent with its obligations as a Federal and State contractor.