Scheduler - Sr. Customer Service Rep

Job Description

Job Description

Position: Patient Access Liaison II
Department: Medical Enterprise
Location: 2011 N. Soto St., Los Angeles, CA 90033
Work Arrangement: Remote
Openings: 2
Assignment Length: Contract-to-Hire (13 weeks) with the possibility of extension (not guaranteed)
Schedule: Candidates must be available to work staggered shifts between 7:00 AM and 7:00 PM. Weekend work and overtime may occasionally be offered but are optional, not mandatory.
Parking: No Fee for parking
Interview Process: 2 Two-step Microsoft Teams interview
Dress Code: Business Casual

Minimum Qualifications
Candidates should demonstrate a strong attendance record and a history of reliability in previous positions.
Avoid candidates with a pattern of frequent job changes or short employment tenures without reasonable explanations.
High school diploma or GED required.
Minimum of two (2) years of experience in a call center, customer service, and/or healthcare environment (or any combination of these experiences totaling two or more years).
Excellent interpersonal and customer service skills.
Ability to multitask in a fast-paced environment.
Excellent verbal and written communication skills.

Preferred Qualifications
Knowledge of HIPAA compliance.
Familiarity with various health insurance plans.
Knowledge of medical terminology.
Experience using medical scheduling or practice management systems.
Bilingual candidates (Spanish, Chinese, or other languages) are highly preferred.

Ideal Candidate Profile
We welcome candidates who meet the minimum qualifications, as well as recent college graduates who are eager to begin a career in healthcare and gain valuable professional experience.

Candidates with customer service experience from organizations such as:
Starbucks
In-N-Out Burger
Nordstrom
Apple Retail
Target
Other fast-paced, customer-focused environments
often possess the communication, multitasking, and problem-solving skills needed to succeed in this role.

The ideal candidate is:
Customer-focused
Reliable and dependable
Quick to learn new systems
Comfortable working in a fast-paced environment
Able to manage multiple priorities simultaneously
Committed to providing exceptional patient service
The Patient Access Liaison II serves as the primary point of contact for patients seeking access to academic medical centers and the Health Sciences Campus.

Responsibilities include:
Answering, screening, and routing incoming and outgoing telephone calls.
Responding to inquiries through phone, email, text, and web-based communication systems.
Scheduling and confirming new and follow-up patient appointments.
Registering patients and verifying insurance eligibility.
Reviewing insurance benefits and communicating estimated patient financial responsibility.
Performing accurate data entry while maintaining data integrity.
Reconciling patient information as needed.
Routing messages to providers and clinical staff using multiple communication platforms.
Delivering exceptional customer service while maintaining professionalism, accuracy, and confidentiality.
Medical Enterprise - Non-Clinical Onboarding - Must complete all onboarding requirements prior to the start date, with no exceptions.

Background Checks
Social Security Trace confirm 7 years worked and lived, as found by SSN trace
County Criminal (Felony & Misdemeanor) 7 years
Federal Criminal 7 years
National Criminal Search (Widescreen Plus)
National Sex Offender Registry
State Healthcare Sanctions
OIG/SAM (Office of Inspector General/System for Award Management)

Education
Provide proof of High School diploma or equivalent (GED)

Employment
List 3 previous employers; at least 2 must be verified

Other Required Documents
HIPAA training acknowledgment
Application form
Temporary Worker Agreement
Harassment & Discrimination pamphlet

Medical and Immunization Requirements (All items are billable Except for the Drug Screen)
Immunity Documentation (Bloodwork or Vaccination Records)

Provide documentation/titers OR vaccine records for:
MMR (Measles, Mumps, Rubella): 2 shots
Varicella (Chickenpox): 2 shots
Hepatitis B: 3 shots
Must be fully vaccinated for MMR and Varicella.

Hepatitis B Vaccination
May be declined (no exemption form required), but declination form must be on file (supplier can provide).

Tuberculosis (TB) Test
Must be completed yearly.
Documentation must show:
Date of test.
Result was read within 2448 hours.
For positive history: submit chest x-ray results.

Drug Screening 9 Panel, No THC (effective May 20, 2024)
Required substance screening for:
Amphetamines
Barbiturates
Benzodiazepines
Cocaine metabolite
Opiates (Codeine, Morphine, Hydrocodone, Hydromorphone)
Oxycodone
Phencyclidine
Methadone
Propoxyphene

Influenza Vaccine (Current Season)
Required November 1st May 30th.
Not needed if starting between May 1st and September 1st (recommended to get vaccine after September 1st).
Facility accepts signed personal/medical exemption form. IF DECLINING VACCINE, A MASK IS REQUIRED.

COVID-19 Vaccination
Not required but strongly recommended.

Fair Chance Employment
Qualified Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act

Remote Work Expectations
This is a remote position; however, candidates must be able to report onsite when needed.

Candidates must be available to report to the office promptly for situations including, but not limited to:
Equipment pick-up on the first day
Performance coaching or corrective action
Internet or power outages
Equipment troubleshooting or replacement
Training sessions
Department meetings or other business needs
Equipment Requirements
Equipment will NOT be shipped.

Candidates must:
Pick up their equipment onsite on their first day.
Be willing to return the equipment onsite at the end of the assignment or if their employment ends.

Location Expectations
Candidates do not need to live within the Los Angeles area, provided they can reliably report onsite whenever requested.

Reasonable commuting locations include:
Orange County
Long Beach
Riverside
Candidates residing in areas such as San Diego or Bakersfield may still be considered; however, they should be fully committed to traveling onsite as needed. There may be occasions when employees are required to work onsite for multiple consecutive days due to training, equipment issues, internet or power outages, or other operational needs.

Communication Screening
Please thoroughly pre-vet candidates for their verbal communication skills.
Since this role is highly customer-facing, candidates must demonstrate:
Professional verbal communication
Strong active listening skills
Clear and confident speaking ability
Excellent customer service skills
Professional phone etiquette
Assignment Information