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

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 is also responsible for scheduling and confirming initial and follow-up medical appointments, registering patients, and verifying insurance coverage to advise patients of any estimated financial responsibility. The role includes performing data entry, ensuring data integrity, and reconciling as needed. Essential Duties 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 when interacting with contacts, internally and externally. Maintains consistent accuracy in all tasks associated with the job role and responsibilities on a daily basis. 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 standards 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 departmentally established guidelines and expectations for remote work. Other duties as assigned. 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 updated for 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, including scheduling, rescheduling, cancellations, and confirmations of appointments using the organizational scheduling system. Creates and maintains medical data and reconciles it 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 the 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 activities, and/or escalates to any Level 3/Lead or Supervisor within the Patient Access Center. Required Qualifications High school diploma or equivalent. Minimum two (2) years of experience working in a call center, customer service, and/or healthcare department/environment (or an equivalent combination). Demonstrated interpersonal skills. Ability to multi‑task. Excellent verbal and written communication skills. Preferred Qualifications Associate’s degree or bachelor’s degree in healthcare, business, or operations field strongly preferred. Specialized/technical training or vocational certificates in healthcare preferred (e.g., appointment scheduling, registration, insurance verification, medical assisting). Knowledge of HIPAA compliance and various health insurance types preferred. Knowledge of medical terminology strongly preferred. Demonstrated knowledge of high‑level computer literacy with practice management scheduling systems preferred. Proficiency in additional languages such as Spanish or Chinese 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 only in LA City). 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 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, and external market and organizational considerations. #J-18808-Ljbffr Keck Medicine of USC