Senior Community Health Worker, Ambulatory Care Network
Summary
The Ambulatory Care Network (ACN) is a department within the Los Angeles County Department of Health Services (DHS). It provides world-class, compassionate health care that is safe and accessible for everyone. Community-based health clinics offer quality primary and specialty care services.
Responsibilities
- Interacts with patients via phone using call center software while demonstrating high customer service
- Makes and receives calls
- Determines when language interpretation is needed and utilizes interpreter services
- 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
- 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 appointments for various types of requests (primary, specialty, etc.)
Essential Functions
- Answers phones
- 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
- Determines which appointments (types, date, time, provider) meet the patient’s needs and schedules / confirms appointments accordingly
- Sends message(s) 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 appointments for various types of requests (primary, specialty, etc.)
Qualifications
- Excellent communication skills
- Ability to work independently
- Ability to use several technological platforms simultaneously
- Provide personalized customer service by responding to patients’ individual needs
- Utilizing scripts and tools appropriately
- Understanding and striving to meet or exceed metrics established by department
Education/Experience
- Contact center experience desirable
- Bilingual in English and Spanish preferred
Other Skills, Knowledge, And Abilities
- Proficient skill set in using an array of Microsoft Office Suite software programs such as Word, Excel, PowerPoint, Adobe Reader, One Note, Outlook, and TEAMS, etc.
Physical Demands
- Stand Occasionally
- Walk Occasionally
- Sit Constantly
- Handle Frequently
- Reach Outward Occasionally
- Reach Above Shoulder Occasionally
- Climb, Crawl, Kneel, Bend Not Applicable
- Lift / Carry Occasionally - Up to 15 lbs.
- Push/Pull Occasionally - Up to 15 lbs.
- See Constantly
- Taste/Smell Not Applicable
Work Environment
- General Office Setting, Indoor Temperature Controlled
Heluna Health Statement
It is the policy of Heluna Health to provide equal employment opportunities to all employees and applicants, without regard to age (40 and over), national origin or ancestry, race, color, religion, sex, gender, sexual orientation, pregnancy or perceived pregnancy, reproductive health decision making, physical or mental disability, medical condition (including cancer or a record or history of cancer), AIDS or HIV, genetic information or characteristics, veteran status or military service.