Community Health Worker

Office of Patient Access (OPA) is a department within Health Services Administration, a division under the Los Angeles County Department of Health Services (DHS). OPA was created to align and simplify patient access services, while leveraging technology and operational efficiencies and expertise. OPA central call center operates 8 program lines specific to enhancing patient access within Health Service

Essential Functions

• Interacts with patients in person at clinic and hospital sites while demonstrating a high level of customer service and cultural competency.
• Determines when language interpretation is needed and utilizes interpreter services, when necessary, to ensure language access standards are met.
• Approaches patients in waiting areas or as directed by DHS staff about benefits of the LA Health Patient Portal.
• Assists patients and families to enroll in the Patient Portal (via email invitation or self‑enrollment).
• Provides technical assistance to patients experiencing issues.
• Provides personalized tutorial showing new users how to navigate the Patient Portal including downloading the Patient Portal app on patient’s smartphone, signing into the app, and teaching patients and families to use features of the Patient Portal (view labs, notes, message doctor, renew prescriptions, join video visit, etc.)
• Records and reports a log of all patient interactions.
• Updates interactions log daily.
• Meets team enrollment goals – enrolls 45+ patients per full work week.
• Updates personal outlook calendar with daily activities and assignments.
• Reports all technical issues experienced for examination.
• Educates staff on the LA Health Patient Portal processes and functionality through trainings and demonstrations.
• Passes along patient feedback, concerns, and opportunities for growth in the context of facility goals and initiatives.
• May help navigate to other Primary Care Medical Homes (PCMHs) or patient access team members for questions or concerns that they cannot be addressed.
• Other duties as assigned

Job Qualifications

• Customer service experience preferred
• Bilingual in English and Spanish preferred but not required
• Team player
• Schedule flexibility
• Able to work independently as well as work as part of a fast-moving team
• Strong social skills dealing with a diverse mixture of personalities
• High degree of comfort using technology – tablets, smartphones, apps
• Project high level of energy and enthusiasm to patients about the Patient Portal
• Assesses barriers to enrollment and provides personalized customer service by responding to patients’ individual needs
• Ability to provide clear and concise instructions
• Engage in active listening with patients, confirming or clarifying information and ability to diffuse levels of frustration.
• Utilizing scripts, tools, and training materials appropriately

Education/Experience

• Customer service experience preferred but not required
• Bachelor’s degree preferred but not required

Certificates/Licenses/Clearances

• Successful clearing through Live Scan, Health Clearance with the county of Los Angeles
• A Valid California Class C Driver License or ability to utilize an alternate method of transportation when needed to carry out job related essential functions

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

Handling / Fingering 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

Not Applicable Not required for essential functions

Occasionally (0 - 2 hrs/day)

Frequently (2 - 5 hrs/day)

Constantly (5+ hrs/day)

WORK ENVIRONMENT

EEOC 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.