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Patient Access Liaison III – Access Center – Full Time 8 Hour Days (Non-Exempt) (Union)

University of Southern California

Los Angeles, CA

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JOB DETAILS
SALARY
$21–$35.36 Per Hour
SKILLS
Affirmative Action, Analysis Skills, Business Operations, Call Centers, Chinese Language, Clinical Trial, Communication Skills, Computer Skills, County Ordinances, Customer Support/Service, Data Entry, Database Administration, Email Technology, Federal Laws and Regulations, Financial Management, Fire Safety, HIPAA (Health Insurance Portability and Accountability Act), Health Insurance, Health Science, Healthcare, Healthcare Customer Service, High School Diploma, Insurance, Interpersonal Skills, Life Safety Systems, Medical Assistance, Medical Diagnosis, Medical Records, Medical Terminology, Medical Treatment, Multilingual, Multitasking, Nursing, Online Communications, Organizational Skills, Outpatient Care, Patient Care, Patient Registration, Patient Safety, Presentation/Verbal Skills, Procedure Implementation, Reconciliation, Regulations, Regulatory Compliance, Safety Training, Spanish Language, State Laws and Regulations, Time Management, Vocational Training, Voice Applications, Writing Skills
LOCATION
Los Angeles, CA
POSTED
8 days ago
Serves as primary point of contact for access to USC academic medical centers and USC Health Sciences Campus. The Patient Access Liaison III is competent and proficient toto answer, screen and direct incoming and outgoing telephone calls for multiple areas within the department, sends electronic messages and other web-based 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 III will also be responsible to schedule and confirm initial and follow-up medical appointments, registers patients, including verifying insurance coverage to advise patient of any estimated financial responsibility. The Patient Access Liaison III will be expected to work independently and to assist with department projects when 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. Floats as needed 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 web-based 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. Assists with staff and patient concerns courteously and professionally. 17. Utilizes organizationally defined systems to perform patient communication. 18. Performs scheduling functions, across multiple clinical sites and clinical divisions as needed, to include scheduling, rescheduling cancelations and confirmations of appointments using organizational scheduling system. Demonstrates and models extensive knowledge of Specialty assignment(s). 19. Schedules medical diagnostics and outpatient procedures. 20. Creates and maintains medical data and reconciles to patient appointment records. 21. Coordinates care with patient coordinators, nurses and physicians to secure appointments, including multiple appointment types, for patients and referring physicians. 22. Analyzes multiple schedules to provide adequate access to patients. 23. May perform data entry and maintain data bases for bumps and cancellations. 24. Verifies insurance coverage using organizationally defined process. May determine if patient’s insurance is contracted with USC and advise patient of any estimated financial responsibility. 25. Using USC/Keck defined guidelines, and at their discretion, carries out Service Recovery activity. Serves as first point of escalation for Service Recovery forwarded by Level 1 and Level 2 staff members. May escalate to any Supervisor within the Patient Access Center. Required Qualifications: Req High school or equivalent Req 3 years Three (3) to five (5) years’ experience working in a call center and/or in a healthcare customer service department/environment (or combination of that equals two or more years) required. Req Demonstrated interpersonal skills. Req Ability to work independently Req Ability to multi-task. Req Cross-trained in multi-specialty areas Req Excellent verbal and written communication skills.

Preferred Qualifications:

Pref Associate's degree Associates’ or Bachelors’ degree in healthcare, business or operations field. 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 insurance preferred Pref Knowledge of medical terminology strongly preferred. Pref Demonstrated knowledge of high-level 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). The hourly rate range for this position is $21.00 - $35.36 When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations. 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 the Background Screening Policy Appendix D for 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 at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law. Notice of Non-discrimination Employment Equity Read USC’s Clery Act Annual Security Report USC is a smoke-free environment Digital Accessibility If you are a current USC employee, please apply to this USC job posting in Workday by copying and pasting this link into your browser: https://wd5.myworkday.com/usc/d/inst/1$9925/9925$146650.htmld USC is a leading private research university located in the heart of downtown Los Angeles – a global center for arts, technology and international business. As the largest private employer in the city – responsible for more than $5 billion annually in economic activity in the region – we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills. As a USC employee, you will enjoy excellent benefits and perks, and you will be a member of the Trojan Family - the faculty, staff, students and alumni who make USC a great place to work. Application help If you need assistance during the application process, see our application help. (If you already work for USC, see Your USC career.) At any point you may also contact our HR Service Center for help at (213) 821-8100 or uschr@usc.edu. Don't see the dream job you are looking for? Drop off your contact information and resume and we will reach out to you if we find the perfect fit!

About the Company

U

University of Southern California