Community Health Worker

Heluna Health•Alhambra, CA

14d•$23 - $25•Onsite

About The Position

The Office of Patient Access (OPA) is a department within the Health Services Administration, a division under the Los Angeles County Department of Health Services (DHS). OPA was created to align and simplify patient access services, while leveraging technology and operational efficiencies and expertise. The OPA central call center operates 8 program lines specific to enhancing patient access within Health Services.

Requirements

Excellent communication skills
Team player
Schedule flexibility
Able to work independently as well as work as part of a fast-moving team
Strong social skills dealing with a diverse mixture of personalities
High degree of comfort using technology – tablets, smartphones, apps
Project high level of energy and enthusiasm to patients about the Patient Portal
Assesses barriers to enrollment and provides personalized customer service by responding to patients’ individual needs
Ability to provide clear and concise instructions
Engage in active listening with patients, confirming or clarifying information and ability to diffuse levels of frustration.
Utilizing scripts, tools, and training materials appropriately
Successful clearing through Live Scan, Health Clearance with the county of Los Angeles
A Valid California Class C Driver License or ability to utilize an alternate method of transportation when needed to carry out job related essential functions
Proficient skill set in using an array of Microsoft Office Suite software programs such as Word, Excel, PowerPoint, Adobe Reader, One Note, Outlook, and TEAMS, etc.

Nice To Haves

Patient/Community Facing experience desirable
Customer service experience preferred
Bilingual in English and Spanish preferred but not required
Customer service experience preferred but not required
Bachelor’s degree preferred but not required

Responsibilities

Interacts with patients in person at clinic and hospital sites while demonstrating a high level of customer service and cultural competency.
Determines when language interpretation is needed and utilizes interpreter services, when necessary, to ensure language access standards are met.
Approaches patients in waiting areas or as directed by DHS staff about benefits of the LA Health Patient Portal.
Assists patients and families to enroll in the Patient Portal (via email invitation or self-enrollment).
Provides technical assistance to patients experiencing issues.
Provides personalized tutorial showing new users how to navigate the Patient Portal including downloading the Patient Portal app on patient’s smartphone, signing into the app, and teaching patients and families to use features of the Patient Portal (view labs, notes, message doctor, renew prescriptions, join video visit, etc.).
Records and reports a log of all patient interactions.
Updates interactions log daily.
Meets team enrollment goals – enrolls 45+ patients per full work week.
Updates personal outlook calendar with daily activities and assignments.
Reports all technical issues experienced for examination.
Educates staff on the LA Health Patient Portal processes and functionality through trainings and demonstrations.
Passes along patient feedback, concerns, and opportunities for growth in the context of facility goals and initiatives.
May help navigate to other Primary Care Medical Homes (PCMHs) or patient access team members for questions or concerns that they cannot be addressed.
Other duties as assigned