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

University of Southern California•Los Angeles, CA

20d•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 II responds to basic inquiries and refers others to appropriate medical personnel. They also contact and distribute messages to medical personnel using various electronic methods (text, voice, email) and are responsible for scheduling and confirming initial and follow-up medical appointments. Additionally, this role involves registering patients, verifying insurance coverage to inform patients of estimated financial responsibilities, performing data entry, ensuring data integrity, and reconciling information as needed. The position is full-time, 8-hour days, non-exempt, and unionized.

Requirements

High school or equivalent
Minimum two (2) years of experience working in a call center, customer service and/or healthcare department/ environment (or combination of that equals two or more years)
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 Associates’ or Bachelors’ 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 preferred.
Knowledge of medical terminology strongly preferred.
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.
Schedules and confirms initial and follow-up medical appointments.
Registers patients, including verifying insurance coverage to advise patient of any estimated financial responsibility.
Performs data entry, ensures data integrity, and reconciles 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 page physicians as dictated by internal procedures, correctly, professionally and in a timely manner.
May perform follow up checks with all open pages while on shift and before leaving shift.
Demonstrates proficiency in ensuring that all information housed within the Call Management system and Qgenda is sent for updates to management and readily accessed when needed.
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.
Performs scheduling functions, to include scheduling, rescheduling cancelations and confirmations of appointments using organizational scheduling system.
Creates and maintains medical data and reconciles to patient appointment records.
Coordinates care with patient coordinators, nurses and physicians to secure appointments for patients and referring physicians.
Performs data entry and maintains data bases for bumps and cancellations.
Verifies insurance coverage using organizationally defined process.
May determine if patient’s insurance is contracted with USC and advise patient of any estimated financial responsibility.
Carries out Service Recovery activity, and/or escalate to any Level 3/Lead or Supervisor within the Patient Access Center, using USC/Keck defined guidelines, and at their discretion.