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

University of Southern California•Los Angeles, CA

3d•$22 - $34

About The Position

Serves as the primary point of contact for access to USC academic medical centers and the USC Health Sciences Campus. Answers, screens, and directs telephone calls, electronic messages, omnichannel contacts, and other web-based communications using organizational communication systems. Responds to basic inquiries and refers other inquiries to appropriate medical personnel. Contacts medical personnel and distributes messages through electronic methods, including text, voice, and email systems. Schedules, reschedules, cancels, and confirms initial and follow-up medical appointments; registers patients; verifies insurance coverage; and may advise patients of estimated financial responsibility. Performs data entry, maintains data integrity, creates and maintains medical data, and reconciles information with patient appointment records. Coordinates care with patient coordinators, nurses, and physicians to arrange appointments for patients and referring physicians. The role follows USC/Keck customer service and communications standards and departmental procedures, including HIPAA requirements. The employee may be deployed to work from home according to organizational needs and departmental remote-work guidelines. The position is full-time, with an eight-hour day schedule, and is non-exempt and union-represented.

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) is required within Los Angeles 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.

Nice To Haves

Knowledge of HIPAA compliance and various health insurance types.
Strong knowledge of medical terminology.
Demonstrated 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, such as appointment scheduling, registration, insurance verification, or medical assisting.
Bilingual ability, including Spanish, Chinese, or other languages.

Responsibilities

Answer, screen, and direct incoming and outgoing telephone calls, electronic messages, omnichannel contacts, and web-based communications; transfer calls to the appropriate department or medical personnel.
Respond to basic inquiries and refer other inquiries to appropriate medical personnel.
Contact medical personnel and distribute messages using electronic methods such as text, voice, and email systems.
Process messages according to departmental procedures and HIPAA requirements.
Schedule, reschedule, cancel, and confirm medical appointments using the organizational scheduling system.
Register patients and verify insurance coverage using established organizational processes; determine whether insurance is contracted with USC and advise patients of estimated financial responsibility when appropriate.
Create and maintain medical data, reconcile it with patient appointment records, and perform data entry and database maintenance for appointment bumps and cancellations.
Coordinate care with patient coordinators, nurses, and physicians to secure appointments for patients and referring physicians.
Maintain accuracy and data integrity in daily work and reconcile information as needed.
Strive for first-call resolution and provide a high level of customer service in accordance with USC/Keck standards.
Follow USC/Keck communication standards, policies, and organizational procedures for patient communication.
Use organizational systems to ensure information in the Call Management system and Qgenda is submitted for updates to management and readily accessible when needed.
Page physicians as directed by internal procedures and, when applicable, perform follow-up checks on open pages while on shift and before leaving the shift.
Carry out service-recovery activity under USC/Keck guidelines and at their discretion, or escalate issues to a Level 3/Lead or Supervisor within the Patient Access Center.
Contribute as a productive team member, maintain a collegial and professional demeanor, and 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.