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

University of Southern California•Los Angeles, CA

About The Position

The Patient Care Connect Specialist is the primary point of contact for patients and caregivers and helps ensure a positive patient experience. The specialist gathers patient demographics, insurance information, and referral documentation to accurately register new and returning patients; maintains accurate patient records in the electronic medical record (EMR) system; schedules appointments; and verifies eligibility and authorization of services. The role also develops and maintains provider scheduling templates in accordance with USC/Keck policies and guidelines. The specialist collaborates with department and clinic managers, providers, and Patient Care Connect leadership to optimize patient access and provider productivity. They coordinate patient communications and care, explain procedures and visit logistics, help patients use the online portal, and direct patients and caregivers to appropriate resources when they encounter barriers to care. The position requires consistent accuracy, professionalism, compassion, and the ability to work independently and collaboratively. USC Care Medical Group unites faculty clinical practice under the USC Health System and oversees clinical governance, physician and ambulatory services, and enterprise functions including billing, contracting, and financial operations. It encompasses 17 clinical departments, approximately 1,500 physicians, 2,000 staff, and more than 80 locations. The hourly rate range for this position is $26.00–$41.28.

Requirements

High school diploma or equivalent.
Two to three years of experience navigating insurance benefits, including verifying coverage, explaining out-of-pocket costs, and coordinating good faith estimates.
Three years of related experience in an acute care or ambulatory care medical setting.
Thorough knowledge of IDX/GECB and/or Cerner Scheduling systems, including scheduling visit types and dictionaries.
In-depth knowledge of medical insurance types, EMR scheduling, and medical terminology.
Analytical and problem-solving skills, including the ability to analyze and interpret patient data from multiple systems.
Excellent communication skills, including proficiency speaking, reading, and writing English.
Ability to work independently and as part of a team in an integrated environment.
Knowledge of computer software programs.
Fire Life Safety Training (LA City); if the applicant does not have a card upon hire, it must be obtained within 30 days of hire and renewed before expiration. Required within LA City only.

Nice To Haves

Associate’s degree in healthcare, business, or a related field.
Bachelor’s degree in healthcare, business, or a related field.

Responsibilities

Edit and maintain scheduling templates to optimize patient access and provider productivity.
Collaborate with department and clinic managers, providers, and Patient Care Connect leadership to design provider schedules.
Use organizational practice management applications to build and maintain master scheduling templates in accordance with USC/Keck policy and guidelines.
Ensure scheduled blocks and assigned time are used efficiently and according to USC/Keck guidelines.
Document and maintain records used to prepare master scheduling templates, updating them as needed.
Create bump lists and provide patient scheduling or rescheduling coverage as needed, following USC/Keck policy and procedures.
Schedule patient appointments promptly, accommodating patient needs and physician requests, including laboratory, diagnostic testing, and consultation appointments.
Coordinate patient communications, respond to inquiries, and coordinate care between patients and healthcare providers.
Guide patients through the Keck process by explaining procedures, providing directions, and answering questions about visits.
Confer with patients and third-party payers to verify eligibility and authorization of services.
Collect patient demographics, insurance information, and referral documentation for accurate registration.
Communicate scheduling constraints, conflicts, and other scheduling issues to Patient Care Connect management and internal clients.
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.
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.
Help patients overcome barriers to care, including by coordinating translation services or directing patients and caregivers to medical financial assistance resources.
Serve as a communication hub among patients, healthcare providers, and internal and external departments.
Collaborate with other departments on inter-clinical consultation visits.
Contribute effectively as a team member of Patient Care Connect and USC/Keck.
Cover for other staff during sick time, vacation, or leave of absence as needed.
Maintain professional and collegial interactions and open communication with management and staff.
Maintain consistent accuracy in daily work; work independently and as part of a team.
Perform other duties as assigned.