Salary: $19.49-$28.62 per hour

SUMMARY

Patient Access Center (PAC) is a department within LA General Medical Center, a division under the Los Angeles County Department of Health Services (LACO-DHS). PAC was created to align and simplify patient access services, while leveraging technology and operational efficiencies and expertise. PAC team members are advocates whose mission is to advance the health of our patients and our communities by providing extraordinary care.

Description

The position of Senior, Community Health Worker acts as a liaison in linking patients to over 50 specialty care services and 9 primary care medical homes in a call center environment by processing appointment request and scheduling appointments to any LA General Specialty Care clinics and/or Primary Care clinics. Qualified individuals will use several technological platforms which include ORCHID electronic health record; and websites to assist in determining insurance coverage verification. This high volume and fast-paced call center interact with patients inbound and outbound phone calls while using sophisticated call center software and providing a high level of customer service. Assists patient/significant others in obtaining and securing language access services to meet cultural and linguistic needs. Obtains demographic information to assure proper identification of caller, adhere to HIPAA and patient confidentiality requirements. May act as the patients’ first point of contact with LA County Health Services

ESSENTIAL FUNCTIONS

• Patient Access: Answer phones; Perform appointment making processes; complete accurate patient scheduling and registration, such as verification of patient demographics and payor coverage.
• Operating Systems: Ability to use several technological platforms simultaneously assuring proper understanding of specialty care scheduling guidelines.
• Customer Service: Adhere to LACO-DHS behavior & appearance standards; Demonstrate strong customer service and communication skills; Treat patients with courtesy and respect; Adhere to HIPAA and patient confidentiality

Education/Experience

• Minimum 2 years customer service experience
• Contact center experience desirable

Certificates/Licenses/Clearances

• Clearances per DHS employment contract

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: 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

General Office Setting, Indoors Temperature Controlled

EEOC STATEMENT

It is the policy of Heluna Health to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.