Patient Access Liaison I - Access Center - Full Time 8 Hour Rotating (Non-Exempt) (Union)

Overview 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 I may schedule and confirm initial and follow-up medical appointments as needed. Responsibilities Maintain competency in the quality of work and knowledge of a Patient Access Representative role. Strive for first call resolution and demonstrate high level of customer service. Maintain warm, courteous and professional behavior in accordance with USC/Keck customer service standards while interacting with contacts, both internal and external. Maintain consistent accuracy in all tasks associated with the job role and responsibilities daily. Exhibit collegial and professional demeanor in all interactions. Contribute effectively as a productive team member to the Patient Access Center and USC/Keck. Follow USC/Keck Communications standard and policy. Accept 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. Perform other duties as assigned. Verify insurance as needed. Page physicians as dictated by internal procedures, correctly, professionally and in a timely manner. Perform follow‑up checks with all open pages while on shift and before leaving shift. Assist with staff and patient concerns courteously and professionally. Answer, screen and direct incoming and outgoing telephone calls, electronic messages, omnichannel contacts and other web-based communications using the organizational communications management system. Transfer telephone calls to the appropriate department or medical personnel. Process messages following departmental procedure and ensuring compliance with HIPAA regulations. Utilize organizationally defined systems to perform patient communication. Perform scheduling functions, including scheduling, rescheduling appointments, cancellations and confirmations. Use USC/Keck defined guidelines, and at their discretion, may carry out Service Recovery activity or escalate to any Level 3/Lead or Supervisor within the Patient Access Center. Required Qualifications High school or equivalent. Minimum 2 years of experience working in a customer service department or environment, or 1 year in healthcare, or some combination thereof. Demonstrated interpersonal skills. Ability to multi‑task. Excellent verbal and written communication skills. Preferred Qualifications Associate's degree, Associate's or Bachelors' 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. Knowledge of medical terminology. Demonstrated knowledge of high‑level computer literacy with practice management scheduling systems. Bilingual: 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). Equal Opportunity Statement 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. USC observes affirmative action obligations consistent with state and federal law. #J-18808-Ljbffr University of Southern California