Patient Access Liaison II - Access Center - Full Time 8 Hour Days (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 inquiries and refers other inquiries to appropriate medical personnel. Contacts and distributes messages to medical personnel using a variety of electronic methods including text, voice, and email systems. Schedules and confirms initial and follow-up medical appointments, registers patients, verifies insurance coverage, and advises patients of any estimated financial responsibility. Performs data entry, ensures data integrity, and reconciles as needed.

Responsibilities

• Demonstrates competency in the quality of work and knowledge of a Patient Access Representative.
• Strives for first call resolution and demonstrates a high level of customer service.
• Maintains warm, courteous, and professional behavior in accordance with USC/Keck customer service standards while interacting with internal and external contacts.
• Maintains consistent accuracy in all tasks associated with the job role.
• Exhibits collegial and professional demeanor in all interactions.
• Contributes effectively as a productive team member to the Patient Access Center and USC/Keck.
• Follows USC/Keck communications standards and policies.
• Accepts alternate assignments within the organization as directed by management.
• Works from home as/when organizationally deployed, following departmentally established guidelines and expectations for remote work.
• Performs other duties as assigned.
• Pages physicians as dictated by internal procedures, correctly, professionally, and in a timely manner.
• Performs follow-up checks with all open pages while on shift and before leaving shift.
• Demonstrates proficiency in ensuring all information housed within the Call Management system and Qgenda is sent for updates to management and readily accessed when needed.
• 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.
• Processes messages following departmental procedures and ensuring compliance with HIPAA regulations.
• Utilizes organizationally defined systems to perform patient communication.
• Performs scheduling functions, including scheduling, rescheduling, cancellations, and confirmations of appointments using the organizational scheduling system.
• Creates and maintains medical data and reconciles patient appointment records.
• Coordinates care with patient coordinators, nurses, and physicians to secure appointments for patients and referring physicians.
• Performs data entry and maintains databases for bumps and cancellations.
• Verifies insurance coverage using organizationally defined processes. Determines if patient’s insurance is contracted with USC and advises patient of any estimated financial responsibility.
• Carries out Service Recovery activity using USC/Keck defined guidelines, and escalates to Level 3/Lead or Supervisor within the Patient Access Center as needed.

Requirements

• High school diploma or equivalent.
• Minimum two (2) years of experience working in a call center, customer service, and/or healthcare department/environment (or combination equaling two or more years).
• Demonstrated interpersonal skills.
• Ability to multi-task.
• Excellent verbal and written communication skills.

Qualifications

• Associate’s or Bachelor’s degree in healthcare, business, or operations field strongly preferred.
• Vocational certificates in healthcare preferred: appointment scheduling, registration, insurance verification, medical assistant.
• Knowledge of HIPAA compliance and various health insurance types preferred.
• Knowledge of medical terminology strongly preferred.
• Demonstrated knowledge of high-level computer literacy with practice management scheduling systems preferred.
• Bilingual skills in Spanish, Chinese, and other languages preferred.

Required Licenses/Certifications

• 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).

Pay

The hourly rate range for this position is $21.00 - $33.15. 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.

Job ID: REQ20175501