Community Health Worker, Health Tech Navigator Office of Patient Access; OPA

Job Category: Program Positions

Requisition Number: COMMU
005836

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• Posted:
  April 1, 2025
• Full-Time
• Rate: $20 USD per hour

Location of employment:
Greater Los Angeles Area. Specific Locations for on-site work include:

• South LA Area
• East LA Area
• Long Beach
• High Desert
• Sylmar
• Downey

SUMMARY

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 aligns and simplifies patient access services through call center services and patient-facing tools like the LA Health Patient Portal. This position is to assist with enrolling patients in the LA Health Patient Portal across DHS.

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.
• 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 address.
• Participates in special projects as needed and performs 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 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.
• Understanding and striving to meet or exceed metrics established by department.

Education/Experience

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

Certificates/Licenses/Clearances

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, TEAMS, tablet navigation, smartphone navigation, downloading smartphone apps, etc.

PHYSICAL DEMANDS

• Stand: Frequently
• Walk: Frequently
• Sit: Frequently
• Handling: Occasionally
• Reach Outward: Occasionally
• Reach Above Shoulder: Occasionally
• Climb, Crawl, Kneel, Bend: Occasionally
• Lift / Carry: Occasionally - Up to 50 lbs
• Push/Pull: Occasionally - Up to 50 lbs
• See: Constantly
• Taste/ Smell: Not Applicable

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.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to…