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Customer Service Representative at University of California - San Francisco

Posted in Other 30+ days ago.

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Type: Full Time
Location: San Francisco, California

Job Description:

The Customer Service Representative performs a variety of duties necessary for the successful operation of the Vaccine for Children s (VFC) program s customer service center. The CSR will utilize multiple online systems and applications to perform daily duties. The Customer Service Representative (CSR) will operate in a fast-paced call center and utilize excellent customer service skills to professionally answer calls from healthcare providers participating in the California VFC program, document relevant call and order information in online systems, answer and triage VFC Program related inquiries, assist callers with provider enrollment and recertification issues, and handle vaccine related questions. In addition to the customer service component of the CSR duties, the CSR is also responsible for reviewing and approving electronic vaccine requests, submitted by participating providers, in accordance to set procedures for ensuring order adequacy, accuracy and accountability. Duties also include acting as a liaison with the program s vaccine distributors to triage, report and resolve incidents related to vaccine shipments.

The California VFC Program is a federally funded, state-operated program that supplies at no charge to enrolled public and private providers who serve VFC-eligible children. This entitlement program is required as part of each state s Medicaid Plan and is administered at the federal level by the Centers for Disease Control and Prevention (CDC). California s VFC Program has approximately 3,800 active and enrolled VFC Providers throughout the state. VFC eligible patients include children enrolled in Medi-Cal, which makes up nearly half the population of California s children.


The Institute for Global Health (IGH) was established in 1999 by the University of California, San Francisco (UCSF) and the University of California, Berkeley (UCB). It is a unique multidisciplinary and cross-institutional enterprise, formally set up within the Department of Epidemiology u0026 Biostatistics in UCSF s School of Medicine. In July 2004, IGH became an Organized Research Unit (ORU) at UCSF. IGH, now the Prevention and Public Health Group (PPHG), seeks to improve health worldwide, especially in developing countries, through research that informs policy. The research is part of a broader mission to advance the welfare of vulnerable populations in California, the United States, and abroad, through education, advocacy, and research.

Immunizations are one of public health s greatest achievements. Vaccines help prevent diseases and help keep Californians of all ages healthy. Making sure all kids get their routine shots on time gives them a healthy start in life. The Immunization program provides leadership and support to public and private sector efforts to protect the population against vaccine-preventable diseases.

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences.\\",\\"

Required Qualifications: High school graduation and three years of related administrative experience; or an equivalent combination of education and experience
Minimum one year of customer service experience, ideally working in a call center environment, handling large volume of calls, providing direct customer information, providing product information/knowledge, triaging and resolve account/customer related service problems.
Minimum of one year of experience working with various software typically used in a call center environment as part of providing customer service over the phone, and processing/documenting customer requests. This may include handling and maintaining customer account information, customer interaction documentation, order review, order processing, order replacement, and order tracking within an electronic or on-line system
Knowledge, skills and ability to use computer applications and on-line based systems as part of performing, documenting, and tracking daily work activities and assignments
Must have excellent telephone etiquette and listening skills; possess verbal and written communication skills (technical, and non-technical)
Must have experience working in a fast-paced environment, demonstrating ability to multi-task effectively, prioritizing and managing assigned tasks in a timely manner. Must possess proven organizational skills to respond to general public inquiries in a tactful and professional manner

Preferred Qualifications: Bachelor s degree
Familiarity with CRM systems
Experience in communicating directly with healthcare providers/clinic staff
Previous public health or immunization experience

License/Certification: n/a

Equal Employment Opportunity: The University of California San Francisco 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, age, protected veteran or disabled status, or genetic information.