Patient Access Liaison II - Access Center - Full Time 8 Hour Days (Non-Exempt) (Union)

University of Southern California•Los Angeles, CA

About The Position

The Patient Access Liaison II serves as a primary point of contact for access to USC academic medical centers and the USC Health Sciences Campus. The role handles telephone calls, electronic messages, omnichannel contacts, and web-based communications using organizational communication systems, responding to basic inquiries and directing other inquiries to appropriate medical personnel. The liaison communicates messages to medical personnel through electronic methods, including text, voice, and email, and may page physicians and follow up on open pages according to internal procedures. The position schedules, reschedules, cancels, and confirms initial and follow-up appointments; registers patients; verifies insurance coverage; and may advise patients of estimated financial responsibility. It also performs data entry, maintains and reconciles medical and appointment data, and maintains data related to schedule changes. The liaison coordinates care with patient coordinators, nurses, physicians, and referring physicians, follows departmental procedures and HIPAA requirements, and may carry out service recovery or escalate concerns. The position may be assigned to work from home when organizationally deployed, under departmental guidelines, and may accept assignments in other areas as directed by management.

Requirements

High school diploma or equivalent.
At least two years of experience working in a call center, customer service, and/or a healthcare department or environment, or a combination totaling at least two years.
Demonstrated interpersonal skills.
Ability to multitask.
Excellent verbal and written communication skills.
Fire Life Safety Training (LA City); if the employee does not have a card upon hire, it must be obtained within 30 days of hire and maintained through renewal before expiration. This requirement applies within LA City only.

Nice To Haves

Associate’s or bachelor’s degree in healthcare, business, or an operations field.
Vocational certificates or specialized technical training in healthcare, appointment scheduling, registration, insurance verification, or medical assisting.
Bilingual ability, including Spanish, Chinese, or other languages.
Knowledge of HIPAA compliance and various health insurance types.
Knowledge of medical terminology.
High-level computer literacy and experience with practice management scheduling systems.

Responsibilities

Answer, screen, and direct incoming and outgoing calls, electronic messages, omnichannel contacts, and web-based communications; transfer callers to the appropriate department or medical personnel.
Respond to basic inquiries and refer other inquiries to appropriate medical personnel.
Distribute messages to medical personnel using electronic communication methods, including text, voice, and email.
Page physicians when required by internal procedures and follow up on open pages while on shift and before leaving the shift.
Schedule, reschedule, cancel, and confirm medical appointments using the organizational scheduling system.
Register patients and verify insurance coverage; advise patients of estimated financial responsibility when applicable.
Perform data entry; create, maintain, and reconcile medical data and patient appointment records.
Maintain databases for appointment bumps and cancellations.
Coordinate appointments and care with patient coordinators, nurses, physicians, and referring physicians.
Process messages according to departmental procedures and HIPAA requirements.
Maintain accurate and accessible information in the Call Management system and Qgenda, and send information for updates to management.
Strive for first-call resolution and provide warm, courteous, professional customer service in accordance with USC/Keck standards.
Follow USC/Keck communications standards and policies and contribute effectively as a team member.
Carry out service recovery activity or escalate concerns to a Level 3/Lead or Supervisor, as appropriate under USC/Keck guidelines.
Accept alternate assignments within the organization as assigned by management.
Work from home when organizationally deployed, following departmental remote-work guidelines and expectations.
Perform other duties as assigned.