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

University of Southern California•Los Angeles, CA

3d•$22 - $34•Hybrid

About The Position

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. The Patient Access Liaison II will also be responsible to schedule and confirm initial and follow-up medical appointments, registers patients, including verifying insurance coverage to advise patient of any estimated financial responsibility. The Patient Access Liaison II will also perform data entry, ensure data integrity, and reconcile as needed. Departmental Specific Summary Essential Duties 1. Demonstrates competency in the quality of work and knowledge of a Patient Access Representative. 2. Strives for first call resolution and demonstrates high level of customer service. 3. Maintains warm, courteous and professional behavior in accordance with the USC/Keck customer service standards while interacting with contacts, both internal and external. 4. Maintains consistent accuracy in all tasks associated with job role and tasks and responsibilities daily. 5. Exhibits collegial and professional demeanor in all interactions. 6. Contributes effectively as a productive team member to the Patient Access Center and USC/Keck. 7. Follows USC/Keck Communications standard and policy. 8. . Accepts alternate assignments to any area within the organization as assigned by Management. 9. Expected to work from home as/when organizationally deployed, following the departmentally established guidelines and expectations for remote work. 10. Other duties as assigned. 11. May page physicians as dictated by internal procedures, correctly, professionally and in a timely manner. 12. May perform follow up checks with all open pages while on shift and before leaving shift 13. 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. 14. 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. 15. Processes messages following departmental procedure and ensuring compliance with HIPAA regulations. 16. Utilizes organizationally defined systems to perform patient communication. 16. Performs scheduling functions, to include scheduling, rescheduling cancelations and confirmations of appointments using organizational scheduling system. 17. Creates and maintains medical data and reconciles to patient appointment records. 18. Coordinates care with patient coordinators, nurses and physicians to secure appointments for patients and referring physicians. 19. Performs data entry and maintains data bases for bumps and cancellations. 20. 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. 21. Using USC/Keck defined guidelines, and at their discretion, carries out Service Recovery activity, and/or escalate to any Level 3/Lead or Supervisor within the Patient Access Center.

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: appoint 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

Serve as primary point of contact for access to USC academic medical centers and USC Health Sciences Campus.
Answer, screen and direct incoming and outgoing telephone calls, electronic messages and other web-based communications using a call management system.
Respond to basic inquiries and refer other inquiries to appropriate medical personnel.
Contact and distribute messages to medical personnel using a variety of electronic methods including text, voice and email systems.
Schedule and confirm initial and follow-up medical appointments.
Register patients, including verifying insurance coverage to advise patient of any estimated financial responsibility.
Perform data entry, ensure data integrity, and reconcile as needed.
Demonstrate competency in the quality of work and knowledge of a Patient Access Representative.
Strive for first call resolution and demonstrate high level of customer service.
Maintain warm, courteous and professional behavior in accordance with the USC/Keck customer service standards.
Maintain consistent accuracy in all tasks associated with job role and tasks and responsibilities daily.
Exhibit collegial and professional demeanor in all interactions.
Contribute effectively as a productive team member to the Patient Access Center and USC/Keck.
Follow USC/Keck Communications standard and policy.
Accept alternate assignments to any area within the organization as assigned by Management.
Work from home as/when organizationally deployed, following the departmentally established guidelines and expectations for remote work.
Page physicians as dictated by internal procedures, correctly, professionally and in a timely manner.
Perform follow up checks with all open pages while on shift and before leaving shift.
Ensure that all information housed within the Call Management system and Qgenda is sent for updates to management and readily accessed when needed.
Answer, screen and direct incoming and outgoing telephone calls, electronic messages, omnichannel contacts and other web-based communications using the organizational communications management system.
Transfer telephone calls to the appropriate department or medical personnel.
Process messages following departmental procedure and ensuring compliance with HIPAA regulations.
Utilize organizationally defined systems to perform patient communication.
Perform scheduling functions, to include scheduling, rescheduling cancelations and confirmations of appointments using organizational scheduling system.
Create and maintain medical data and reconcile to patient appointment records.
Coordinate care with patient coordinators, nurses and physicians to secure appointments for patients and referring physicians.
Perform data entry and maintain data bases for bumps and cancellations.
Verify insurance coverage using organizationally defined process.
Determine if patient’s insurance is contracted with USC and advise patient of any estimated financial responsibility.
Carry 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.