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. The Patient Access Liaison II 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 II will also perform data entry, ensure data integrity, and reconcile as needed.
Essential duties include demonstrating competency in the quality of work and knowledge of a Patient Access Representative, striving for first call resolution and demonstrating high level of customer service, maintaining warm, courteous and professional behavior in accordance with the USC/Keck customer service standards while interacting with contacts, both internal and external, maintaining consistent accuracy in all tasks associated with job role and tasks and responsibilities daily, exhibiting collegial and professional demeanor in all interactions, contributing effectively as a productive team member to the Patient Access Center and USC/Keck, following USC/Keck Communications standard and policy, accepting alternate assignments to any area within the organization as assigned by Management, expected to work from home as/when organizationally deployed, following the departmentally established guidelines and expectations for remote work, paging physicians as dictated by internal procedures, correctly, professionally and in a timely manner, performing follow up checks with all open pages while on shift and before leaving shift, demonstrating 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, answering, screening and directing incoming and outgoing telephone calls, electronic messages, omnichannel contacts and other web-based communications using the organizational communications management system, transferring telephone calls to the appropriate department or medical personnel, processing messages following departmental procedure and ensuring compliance with HIPAA regulations, utilizing organizationally defined systems to perform patient communication, performing scheduling functions, to include scheduling, rescheduling cancelations and confirmations of appointments using organizational scheduling system, creating and maintaining medical data and reconciling to patient appointment records, coordinating care with patient coordinators, nurses and physicians to secure appointments for patients and referring physicians, performing data entry and maintaining databases for bumps and cancellations, verifying insurance coverage using organizationally defined process, and carrying out Service Recovery activity, and/or escalating to any Level 3/Lead or Supervisor within the Patient Access Center.
Required qualifications include a 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 of that equals two or more years), demonstrated interpersonal skills, ability to multi-task, and excellent verbal and written communication skills. Preferred qualifications include an associate's or bachelor's degree in healthcare, business or operations field, vocational certificates in healthcare, knowledge of HIPPA compliance and various health insurance types, knowledge of medical terminology, demonstrated knowledge of high-level computer literacy with practice management scheduling systems, and bilingual skills in Spanish, Chinese and other languages. Required license/certification includes Fire Life Safety Training (LA City).
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