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

Patient Access Liaison II

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 for scheduling and confirming initial and follow-up medical appointments, registering patients, including verifying insurance coverage to advise patients of any estimated financial responsibility. The Patient Access Liaison II will also perform data entry, ensure data integrity, and reconcile 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 the USC / Keck customer service standards while interacting with contacts, both internal and external.
• Maintains consistent accuracy in all tasks associated with the job role and daily responsibilities.
• 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 standard and policy.
• Accepts 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.
• May page physicians as dictated by internal procedures, correctly, professionally, and in a timely manner.
• May perform follow-up checks with all open pages while on shift and before leaving shift.
• 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.
• 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 procedure and ensuring compliance with HIPAA regulations.
• Utilizes organizationally defined systems to perform patient communication.
• Performs scheduling functions, to include scheduling, rescheduling cancellations, and confirmations of appointments using organizational scheduling system.
• Creates and maintains medical data and reconciles to 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 process. May determine if patient's insurance is contracted with USC and advise patient of any estimated financial responsibility.
• Using USC / Keck defined guidelines, and at their discretion, carries out Service Recovery activity, and / or escalate to any Level 3 / Lead or Supervisor within the Patient Access Center.

Required Qualifications :

Preferred Qualifications :

Required Licenses / Certifications :

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.

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.