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

University of Southern California•Los Angeles, CA

2d•$22 - $34•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 medical appointments, registering patients, verifying insurance coverage, and advising patients of estimated financial responsibilities. Additionally, this role performs data entry, ensures data integrity, and reconciles information as needed.

Requirements

High school or equivalent.
Minimum two (2) years of experience working in a call center, customer service, and/or healthcare department/environment (or a combination thereof 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

Knowledge of HIPAA compliance and various health insurance types.
Knowledge of medical terminology.
Demonstrated knowledge of high-level computer literacy with practice management scheduling systems.
Bilingual: Spanish, Chinese, and other languages.
Associate's degree or Bachelor's degree in healthcare, business, or operations field.
Vocational certificates in healthcare: appointment scheduling, registration, insurance verification, medical assistant.

Responsibilities

Demonstrates competency in the quality of work and knowledge of a Patient Access Representative.
Strives for first call resolution and demonstrates a high level of customer service.
Maintains warm, courteous, and professional behavior in accordance with USC/Keck customer service standards.
Maintains consistent accuracy in all job-related tasks and responsibilities daily.
Exhibits a 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 standards and policies.
Accepts alternate assignments within the organization as assigned by Management.
Expected to work from home as/when organizationally deployed, following departmentally established guidelines 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, including scheduling, rescheduling, cancellations, and confirmations of appointments using the organizational scheduling system.
Creates and maintains medical data and reconciles it 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 databases for bumps and cancellations.
Verifies insurance coverage using the organizationally defined process.
May determine if a patient’s insurance is contracted with USC and advise the patient of any estimated financial responsibility.
Using USC/Keck defined guidelines, and at their discretion, carries out Service Recovery activity, and/or escalates to any Level 3/Lead or Supervisor within the Patient Access Center.
Other duties as assigned.