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

University of Southern California•Los Angeles, CA

About The Position

The Patient Access Liaison II is the primary point of contact for access to USC academic medical centers and the USC Health Sciences Campus. The role manages telephone calls, electronic messages, omnichannel contacts, and web-based communications using organizational communication systems. It responds to routine inquiries, routes other inquiries to appropriate medical personnel, and distributes messages through electronic channels such as text, voice, and email. The position schedules, reschedules, cancels, and confirms initial and follow-up appointments; registers patients; verifies insurance coverage; and may advise patients about estimated financial responsibility. It also performs data entry, maintains and reconciles medical and appointment records, and supports data integrity. The liaison coordinates appointment access with patient coordinators, nurses, physicians, and referring physicians, and may page physicians and follow up on open pages according to internal procedures. The role is expected to provide accurate, courteous, and professional service, pursue first-call resolution, follow USC/Keck communication standards and departmental procedures, and comply with HIPAA requirements. The employee may accept assignments in other organizational areas and is expected to work from home when organizationally deployed, following departmental remote-work guidelines. Other duties may be assigned.

Requirements

High school diploma or equivalent.
At least two years of experience working in a call center, customer service, and/or 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); if the card is not held upon hire, it must be obtained within 30 days of hire and maintained through renewal before expiration, as required within LA City.

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.
Bilingual ability in Spanish, Chinese, or other languages.
Associate’s or bachelor’s degree in healthcare, business, or operations.
Vocational certificates or specialized/technical training in healthcare, including appointment scheduling, registration, insurance verification, or medical assisting.

Responsibilities

Answer, screen, and direct incoming and outgoing calls, electronic messages, omnichannel contacts, and web-based communications; transfer calls to appropriate departments or medical personnel.
Respond to basic inquiries and refer other inquiries to appropriate medical personnel.
Distribute messages to medical personnel using electronic methods, including text, voice, and email systems, and process messages according to departmental procedures and HIPAA requirements.
Schedule, reschedule, cancel, and confirm initial and follow-up medical appointments using the organizational scheduling system.
Register patients and verify insurance coverage; determine whether coverage is contracted with USC and advise patients of estimated financial responsibility when applicable.
Enter and maintain data, ensure data integrity, reconcile medical data with patient appointment records, and maintain databases for schedule bumps and cancellations.
Coordinate care and appointment access with patient coordinators, nurses, physicians, and referring physicians.
Page physicians when directed by internal procedures and follow up on open pages while on shift and before leaving, as applicable.
Maintain and provide updates for information in the Call Management system and Qgenda.
Provide courteous, professional customer service and strive for first-call resolution in accordance with USC/Keck standards.
Follow USC/Keck communication standards and policies and maintain accurate work.
Contribute as a productive team member and maintain a collegial, professional demeanor.
Carry out service recovery activity 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.
Work from home when organizationally deployed, following departmental guidelines and expectations.
Perform other duties as assigned.