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

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 answers, screens, and directs telephone calls, electronic messages, omnichannel contacts, and other web-based communications through organizational communication systems; responds to basic inquiries; and refers other inquiries to appropriate medical personnel. The liaison may contact or page medical personnel and distribute messages using electronic methods such as text, voice, and email.

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 not held upon hire, it must be obtained within 30 days 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 in healthcare, such as appointment scheduling, registration, insurance verification, or medical assisting.
Bilingual ability, including Spanish, Chinese, or other languages.

Responsibilities

Schedule, reschedule, cancel, and confirm initial and follow-up medical appointments using the organizational scheduling system.
Register patients and verify insurance coverage using established processes; advise patients of estimated financial responsibility when applicable.
Perform data entry, maintain data integrity, create and maintain medical data, and reconcile information with patient appointment records.
Coordinate care with patient coordinators, nurses, physicians, and referring physicians to secure appointments.
Answer, screen, direct, and transfer incoming and outgoing calls and other communications to appropriate departments or medical personnel.
Process messages according to departmental procedures and HIPAA requirements.
Maintain databases for appointment bumps and cancellations.
May page physicians according to internal procedures and may follow up on open pages while on shift and before leaving.
Maintain and provide updates to information in the Call Management system and Qgenda.
Provide professional, courteous customer service, strive for first-call resolution, and follow USC/Keck communications standards and policies.
Carry out service recovery or escalate issues to a Level 3/Lead or Supervisor according to USC/Keck guidelines and discretion.
Accept alternate assignments within the organization as assigned by management and perform other duties as assigned.
Work from home when organizationally deployed, following departmental remote-work guidelines and expectations.