Senior Community Health Worker, Ambulatory Care Network

Heluna Health • Alhambra, CA

106d • $23 - $28

About The Position

The Ambulatory Care Network (ACN) is a department within the Los Angeles County Department of Health Services (DHS). It is committed to providing world-class, compassionate health care that is safe and accessible for everyone. Our community-based health clinics offer quality primary care and specialty care services for families within the Los Angeles County. The ACN Patient Access Center helps align and simplify patient access services, while leveraging technology and operational efficiencies and expertise. It also helps enhance and support access to clinic services within the ACN Network of clinics across DHS.

Requirements

• Excellent communication skills.
• Ability to work independently.
• Ability to use several technological platforms simultaneously.
• Provide personalized customer service by responding to patients' individual needs.
• Ability to provide clear and concise instructions.
• Engage in active listening with patients, confirming or clarifying information.
• Ability to diffuse levels of frustration.
• Utilizing scripts and tools appropriately.
• Understanding and striving to meet or exceed metrics established by department.
• Contact center experience desirable.
• Bilingual in English and Spanish preferred.

Responsibilities

• Interacts with patients via phone using call center software while demonstrating a high level of customer service.
• Makes and receives calls; determines when language interpretation is needed and utilizes interpreter services when necessary.
• Requests demographic information to assure proper identification of caller.
• Schedules appointments to a variety of ACN facilities according to guidelines.
• Orients patients by providing direction to appropriate locations and/or services.
• Reviews insurance verification for specific health plans and follows all standardized workflows to assure patient is visit ready.
• Answers phones and follows appointment-making processes and procedures per policy.
• Completes accurate patient scheduling by following detailed algorithms.
• Ensures accurate verification of patient demographic information and payor source coverage details.
• Identifies discrepancies in coverage or empanelment and appropriately refers cases for processing.
• Determines which appointments meet the patient's needs and schedules/ confirms appointments accordingly.
• Sends messages using Electronic Health Record (EHR) platform and/or transfers callers to appropriate departments.
• Enters scheduling notes and relevant information when needed.
• Provides assistance with scheduling and rescheduling appointments for various types of requests.

Benefits

• Temporary, grant funded position.
• Employment is provided by Heluna Health.
• Affirmative Action, Equal Opportunity Employer.

What This Job Offers

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