Patient Access Liaison I - Access Center Full Time 8 Hour Rotating Shift (Non-Exempt) (Union)

University of Southern California•Los Angeles, CA

8d•Hybrid

About The Position

Serves as the primary point of contact for access to USC academic medical centers and the USC Health Sciences Campus. This role involves answering, screening, and directing incoming and outgoing telephone calls, electronic messages, and other web-based communications using a call management system. The Patient Access Liaison I responds to basic inquiries and refers others to appropriate medical personnel, and may schedule and confirm medical appointments. The position requires demonstrating competency in quality of work and knowledge of a Patient Access Representative, striving for first call resolution, and maintaining a high level of customer service. It also involves maintaining courteous and professional behavior, ensuring accuracy in tasks, exhibiting a collegial demeanor, and contributing effectively as a team member. The role adheres to USC/Keck Communications standards and policies, and may involve accepting alternate assignments and working from home as deployed. Other duties may be assigned, including insurance verification and paging physicians according to internal procedures, with follow-up checks on pages. The liaison assists with staff and patient concerns courteously and professionally, utilizes organizational systems for patient communication, and may perform scheduling functions like scheduling, rescheduling, cancellations, and confirmations. They may also carry out Service Recovery activities and escalate issues to higher levels as needed.

Requirements

High school or equivalent
Minimum 2 years of experience working in a customer service department/ environment or 1 year in healthcare or some combination thereof.
Demonstrated interpersonal skills.
Ability to multi-task.
Excellent verbal and written communication skills.
Fire Life Safety Training (LA City) - If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

Nice To Haves

Associate's degree or Bachelor's degree in healthcare, business or operations field strongly preferred.
Vocational certificates in healthcare preferred: appointment scheduling, registration, insurance verification, medical assistant.
Knowledge of HIPPA compliance and various health insurance types.
Knowledge of medical terminology.
Demonstrated knowledge of high-level computer literacy with practice management scheduling systems preferred.
Bilingual: Spanish, Chinese and other languages preferred.

Responsibilities

Serves as primary point of contact for access to USC academic medical centers and USC Health Sciences Campus.
Answers, screens and directs incoming and outgoing telephone calls, electronic messages and other web-based communications using a call management system.
Responds to basic inquiries and refers other inquiries to appropriate medical personnel.
Contacts and distributes messages to medical personnel using a variety of electronic methods including text, voice and email systems.
May schedule and confirm initial and follow-up medical appointments as needed.
Demonstrates competency in the quality of work and knowledge of a Patient Access Representative.
Strives for first call resolution and demonstrates high level of customer service.
Maintains warm, courteous and professional behavior in accordance with the USC/Keck customer service standards while interacting with contacts, both internal and external.
Maintains consistent accuracy in all tasks associated with job role and tasks and responsibilities daily.
Exhibits collegial and professional demeanor in all interactions.
Contributes effectively as a productive team member to the Patient Access Center and USC/Keck.
Follows USC/Keck Communications standard and policy.
Accepts alternate assignments to any area within the organization as assigned by Management.
Expected to work from home as/when organizationally deployed, following the departmentally established guidelines and expectations for remote work.
May verify insurance as needed.
May page physicians as dictated by internal procedures, correctly, professionally and in a timely manner.
May perform follow up check with all open pages while on shift and before leaving shift.
Assists with staff and patient concerns courteously and professionally.
Answers, screens and directs incoming and outgoing telephone calls, electronic messages, omnichannel contacts and other web-based communications using the organizational communications management system.
Transfers telephone calls to the appropriate department or medical personnel.
Processes messages following departmental procedure and ensuring compliance with HIPAA regulations.
Utilizes organizationally defined systems to perform patient communication.
May perform scheduling functions, to include scheduling, rescheduling appointments, cancelations and confirmations.
Using USC/Keck defined guidelines, and at their discretion, may carry out Service Recovery activity, and/or escalate to any Level 3/Lead or Supervisor within the Patient Access Center.