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

University of Southern California•Los Angeles, CA

1d•$26 - $41

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 register new and returning patients accurately. They maintain patient records in the electronic medical record (EMR) system, schedule appointments, and confirm eligibility and authorization for services. The role also works with department managers and providers to optimize scheduling templates and ensure compliance with organizational guidelines. The specialist builds and maintains provider scheduling templates, coordinates appointments and care, communicates with patients and third-party payers, and helps patients navigate the Keck process. They provide information about visits and basic procedure, medication, and post-care instructions; help patients use the online portal; and direct patients and caregivers to appropriate support when barriers to care arise. They collaborate across departments and work independently and as part of a team. Other duties may be assigned.

Requirements

High school diploma or equivalent.
2–3 years of experience navigating insurance benefits, including verifying coverage, explaining out-of-pocket costs, and coordinating good faith estimates.
3 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 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 in healthcare, business, or a related field.
Bachelor’s degree in healthcare, business, or a related field.

Responsibilities

Edit and optimize scheduling templates to improve patient access and provider productivity in collaboration with managers, providers, and Patient Care Connect leadership.
Build and maintain master scheduling templates for new and existing providers using organizational applications and USC/Keck policies and guidelines.
Ensure schedule blocks and assigned time are used efficiently and in accordance with USC/Keck guidelines.
Maintain records and files used to prepare scheduling templates, updating them as needed.
Create bump lists and help cover patient scheduling and rescheduling in accordance with USC/Keck policy and procedure.
Schedule patient appointments in a timely manner, accommodating patient needs and physician requests, including laboratory, diagnostic testing, and consultation appointments.
Coordinate patient communications, appointment scheduling, inquiries, and care coordination between patients and healthcare providers.
Guide patients through the Keck process by explaining procedures, providing directions, and answering questions about visits.
Consult with patients and third-party payers to confirm eligibility and authorization of services.
Gather demographic, insurance, and referral information for accurate patient registration.
Communicate scheduling constraints, conflicts, and other scheduling issues to management and internal clients.
Address patient concerns and facilitate information flow within the healthcare system.
Assist patients with accessing and using the online patient portal.
Provide basic information about procedures, medications, and post-care instructions.
Help patients overcome barriers to care, including directing patients and caregivers to translation services or medical financial assistance.
Act as a communication hub among patients, providers, and internal and external departments.
Coordinate with other departments for inter-clinical consultation visits.
Contribute as a productive team member and cover for colleagues during sick time, vacation, or leave of absence as needed.
Maintain professional and collegial interactions, open communication, and consistent accuracy; work independently and as part of a team.
Perform other duties as assigned.