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

University of Southern California•Los Angeles, CA

1d•$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 handles incoming and outgoing 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; and distributes messages to medical personnel through electronic methods 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 of estimated financial responsibility; and performs data entry, maintains medical data and databases, ensures data integrity, and reconciles records as needed. The liaison coordinates care with patient coordinators, nurses, physicians, and referring physicians to arrange appointments. The role is expected to work from home when organizationally deployed, following departmental remote-work guidelines.

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 applicant 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.
Knowledge of medical terminology.
High-level computer literacy and familiarity 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 assistant training.
Bilingual ability in Spanish, Chinese, or other languages.

Responsibilities

Answer, screen, and direct telephone calls, electronic messages, omnichannel contacts, and web-based communications, transferring calls to appropriate departments or medical personnel.
Respond to basic inquiries and refer other inquiries to appropriate medical personnel.
Send and process messages to medical personnel using electronic communication methods, following departmental procedures and HIPAA requirements.
Schedule, reschedule, cancel, and confirm patient appointments using the organizational scheduling system.
Register patients and verify insurance coverage; determine whether insurance is contracted with USC and advise patients of estimated financial responsibility as appropriate.
Perform data entry, maintain databases for appointment bumps and cancellations, maintain medical data, and reconcile data with patient appointment records.
Coordinate care with patient coordinators, nurses, physicians, and referring physicians to secure appointments.
Maintain accurate information in the Call Management system and Qgenda, and send information for updates to management.
Strive for first-call resolution and provide courteous, professional customer service consistent with USC/Keck standards.
Follow USC/Keck communications standards and policies and contribute effectively as a team member.
Accept alternate assignments within the organization as assigned by management and perform other duties as assigned.
Page physicians when required by internal procedures and perform follow-up checks on open pages while on shift and before leaving.
Carry out service recovery activity or escalate concerns to a Level 3/Lead or Supervisor according to USC/Keck guidelines.
Work from home when organizationally deployed, following departmental guidelines and expectations.