Patient Access Liaison I - Access Center - Full Time 8 Hour Rotating Shift (Non-Exempt) (Union)

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 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 I may schedule and confirm initial and follow-up medical appointments 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 verify insurance as needed
• 12. May page physicians as dictated by internal procedures, correctly, professionally and in a timely manner.
• 13. May perform follow up check with all open pages while on shift and before leaving shift.
• 14. Assists with staff and patient concerns courteously and professionally.
• 15. 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.
• 16. Processes messages following departmental procedure and ensuring compliance with HIPAA regulations.
• 17. Assists with staff and patient concerns courteously and professionally.
• 18. Utilizes organizationally defined systems to perform patient communication.
• 19. May perform scheduling functions, to include scheduling, rescheduling appointments, cancelations and confirmations.
• 20. Using USC/Keck defined guidelines, and at their discretion, may carry 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
• Pref Associate's 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.

• Req 2 years Minimum 2 years of experience working in a customer service department/ environment or 1 year in healthcare or some combination thereof.

• Req Demonstrated interpersonal skills.
• Req Ability to multi-task.
• Req Excellent verbal and written communication skills.

Preferred Qualifications:

• Pref Associate's 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.
• Pref Knowledge of medical terminology.
• 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)

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 [email protected]. Inquiries will be treated as confidential to the extent permitted by law.

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