Patient Care Connect Coordinator - BCO Access Center - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

University of Southern California•Manhattan Beach, CA

About The Position

The Patient Care Connect Coordinator manages patient registration, appointment scheduling, eligibility functions, and support for authorization retrieval. The role handles inquiries and coordinates care among patients, healthcare providers, and multi-specialty teams to help ensure timely, accurate care and a smooth patient experience. The coordinator also acts as a liaison among patients, medical staff, and other healthcare teams, and performs clerical and other assigned duties. The position gathers demographic, insurance, and referral information; registers patients; maintains electronic medical records; verifies service eligibility and authorizations; fields patient account inquiries; and schedules appointments, including laboratory services, diagnostic testing, and consultations. It guides patients through the Keck process, answers questions, provides directions and basic procedural or post-care information, assists with patient portal access, and helps connect patients and caregivers with appropriate support services. The coordinator works with internal and external teams to address patient needs and collaborates across departments, working independently and as part of a team.

Requirements

High school diploma or equivalent.
Three years of related experience in an acute care or ambulatory care medical setting.
Experience navigating insurance benefits, including verifying coverage, explaining out-of-pocket costs, and coordinating good faith estimates.
Familiarity with word processing and Microsoft Outlook.
Excellent communication skills, including proficiency in speaking, reading, and writing English.
In-depth knowledge of medical insurance types.
Analytical and problem-solving skills, including the ability to analyze and interpret patient data from multiple systems.
Electronic medical record scheduling knowledge.
Knowledge of medical terminology.
Fire Life Safety Training (LA City); if not held upon hire, it must be obtained within 30 days of hire and maintained through renewal before expiration (required within LA City only).

Nice To Haves

Associate’s degree or bachelor’s degree in a related field.

Responsibilities

Gather patient demographics, insurance information, and referral documentation to register new and returning patients.
Serve as a patient liaison and primary contact for patients and caregivers, taking accountability for their patient experience.
Enter information accurately into computer systems using appropriate Care Connect functions.
Consult with patients and third-party payers to verify service eligibility and authorization.
Identify alternative financial resources for services and facilitate application and approval processing.
Respond to patient account inquiries.
Maintain accurate patient records in the electronic medical record system.
Schedule appointments promptly and in accordance with physician requests and patient needs, including laboratory services, diagnostic testing, and consultations.
Guide patients through the Keck process by explaining procedures, providing directions, and answering visit-related questions.
Coordinate patient communications, appointments, inquiries, and care between patients and healthcare providers.
Address patient concerns and facilitate the flow of information within the healthcare system.
Interact courteously, compassionately, kindly, and honestly with the public, patients, and clinic personnel; greet patients professionally.
Help patients access and use the online patient portal to view medical history and communicate with their healthcare team.
Provide basic information about procedures, medications, and post-care instructions.
Escort patients to other departments when needed and provide directions to departments within the USC system.
Help patients overcome barriers to care, including by coordinating translation services or directing patients and caregivers to medical financial assistance.
Act as a communication hub among patients, healthcare providers, and internal and external departments.
Work with hospital personnel to resolve issues and accommodate patients.
Collaborate with other departments on inter-clinical consultation visits.
Cover for other staff during sick time, vacation, or leave of absence.
Work independently and as part of a team, maintain open communication with management and staff, and demonstrate professionalism.
Perform other duties as assigned.