Patient Access Liaison II - Access Center - Full Time 8 Hour Days Non-Exempt Union
Patient Access Liaison II - Access Center - Full Time 8 Hour Days Non-Exempt Union
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Job Description
Serves as primary point of contact for access to USC academic medical centers and USC Health Sciences Campus. Answers screens and directs incoming and outgoing telephone calls electronic messages and other webbased communications using a call management system. Responds to basic inquires and refers other inquires to appropriate medical personnel. Contacts and distributes messages to medical personnel using a variety of electronic methods including text voice and email systems. The Patient Access Liaison II will also be responsible to schedule and confirm initial and followup medical appointments registers patients including verifying insurance coverage to advise patient of any estimated financial responsibility. The Patient Access Liaison II will also perform data entry ensure data integrity and reconcile as needed.
Essential Duties:
- 1. Demonstrates competency in the quality of work and knowledge of a Patient Access Representative.
- 2. Strives for first call resolution and demonstrates high level of customer service.
- 3. Maintains warm courteous and professional behavior in accordance with the USC/Keck customer service standards while interacting with contacts both internal and external.
- 4. Maintains consistent accuracy in all tasks associated with job role and tasks and responsibilities daily.
- 5. Exhibits collegial and professional demeanor in all interactions.
- 6. Contributes effectively as a productive team member to the Patient Access Center and USC/Keck.
- 7. Follows USC/Keck Communications standard and policy.
- 8. Accepts alternate assignments to any area within the organization as assigned by Management.
- 9. Expected to work from home as/when organizationally deployed following the departmentally established guidelines and expectations for remote work.
- 10. Other duties as assigned.
- 11. May page physicians as dictated by internal procedures correctly professionally and in a timely manner.
- 12. May perform follow up checks with all open pages while on shift and before leaving shift
- 13. Demonstrates proficiency in ensuring that all information housed within the Call Management system and Qgenda is sent for updates to management and readily accessed when needed.
- 14. Answers screens and directs incoming and outgoing telephone calls electronic messages omnichannel contacts and other webbased communications using the organizational communications management system. Transfers telephone calls to the appropriate department or medical personnel.
- 15. Processes messages following departmental procedure and ensuring compliance with HIPAA regulations.
- 16. Utilizes organizationally defined systems to perform patient communication.
- 16. Performs scheduling functions to include scheduling rescheduling cancelations and confirmations of appointments using organizational scheduling system.
- 17. Creates and maintains medical data and reconciles to patient appointment records.
- 18. Coordinates care with patient coordinators nurses and physicians to secure appointments for patients and referring physicians.
- 19. Performs data entry and maintains data bases for bumps and cancellations.
- 20. Verifies insurance coverage using organizationally defined process. May determine if patients insurance is contracted with USC and advise patient of any estimated financial responsibility.
- 21. Using USC/Keck defined guidelines and at their discretion carries out Service Recovery activity and/or escalate to any Level 3/Lead or Supervisor within the Patient Access Center.
Required Qualifications:
- Req High school or equivalent
- Req 2 years Minimum two 2 years of experience working in a call center customer service and/or healthcare department/ environment (or combination of that equals two or more years)
- Req Demonstrated interpersonal skills.
- Req Ability to multitask.
- Req Excellent verbal and written communication skills.
Preferred Qualifications:
- Pref Associates degree Associates or Bachelors degree in healthcare business or operations field strongly preferred.
- Pref Specialized/technical training Vocational certificates in healthcare preferred: appoint scheduling registration insurance verification medical assistant.
- Pref Knowledge of HIPPA compliance and various health insurance types preferred.
- Pref Knowledge of medical terminology strongly preferred.
- Pref Demonstrated knowledge of highlevel computer literacy with practice management scheduling systems preferred.
- Pref Bilingual: Spanish Chinese and other languages preferred.
Required Licenses/Certifications:
- Req Fire Life Safety Training (LA City) If no card upon hire one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone ator by email at. Inquiries will be treated as confidential to the extent permitted by law.
- Notice of Nondiscrimination
- Employment Equity
- Read USCs Clery Act Annual Security Report
- USC is a smokefree environment
- Digital Accessibility
If you are a current USC employee please apply to thisUSC job posting in Workday by copying and pasting this link into your browser:
Employment Type
Full-Time
Key Skills
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