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 other web-based communications through organizational communication systems; responds to basic inquiries and routes other inquiries to appropriate medical personnel. The liaison schedules, reschedules, cancels, and confirms appointments; registers patients; verifies insurance coverage; and may advise patients of estimated financial responsibility. The position also performs data entry, maintains medical data and databases, reconciles information to appointment records, and helps ensure data integrity. The liaison coordinates care with patient coordinators, nurses, physicians, and referring physicians to secure appointments. They follow departmental procedures and HIPAA requirements when processing messages, use designated systems for patient communication, and may page physicians and follow up on open pages. The role emphasizes first-call resolution, accurate work, professional and courteous service, teamwork, and adherence to USC/Keck standards. The employee may be assigned to other areas of the organization and is expected to work from home when organizationally deployed, following departmental remote-work guidelines. USC Care Medical Group is the physician entity reporting to the USC Health System. It oversees clinical governance, physician and ambulatory services, and core enterprise functions, and includes 17 clinical departments, approximately 1,500 physicians, and 2,000 staff across more than 80 locations. The stated hourly pay range is $21.84–$34.48.

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 renewed before expiration. Required within LA City only.

Nice To Haves

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

Responsibilities

Answer, screen, and direct incoming and outgoing calls, electronic messages, omnichannel contacts, and web-based communications; transfer calls to appropriate departments or medical personnel.
Respond to basic inquiries and refer other inquiries to appropriate medical personnel.
Send messages to medical personnel using electronic methods such as text, voice, and email, following departmental procedures and HIPAA requirements.
Schedule, reschedule, cancel, and confirm initial and follow-up appointments using the designated scheduling system.
Register patients and verify insurance coverage; advise patients of estimated financial responsibility when applicable.
Perform data entry; create and maintain medical data and databases for appointment bumps and cancellations; reconcile information to patient appointment records and maintain data integrity.
Coordinate appointments and care with patient coordinators, nurses, physicians, and referring physicians.
Strive for first-call resolution and deliver warm, courteous, professional customer service consistent with USC/Keck standards.
Maintain accuracy, collegial conduct, and effective teamwork; follow USC/Keck communications standards and policies.
Maintain information in the Call Management system and Qgenda, and send information for updates to management so it is readily accessible.
Page physicians as required by internal procedures and, when required, perform follow-up checks on open pages during and before the end of a shift.
Carry out service-recovery activity under USC/Keck guidelines and discretion, or escalate issues to a Level 3/Lead or Supervisor.
Accept alternate assignments within the organization and work from home when organizationally deployed, following departmental guidelines.
Perform other duties as assigned.