Patient Access Liaison, Lead - Access Center Non-Exempt; Union

Serves as primary point of contact for access to USC academic medical centers and USC Health Sciences Campus. Under the direction of the Access Center Leadership, the Lead will serve as the point of contact for the team members, including assigning daily duties, workload balancing, scheduling and leads daily huddles. In addition, the Lead will act as the service recovery contact for any patient/customer matters the lead also answers, screens and directs incoming and outgoing telephone calls for multiple areas within the department, electronic messages and other web-based communications using a call management system.

Responds to basic inquires and refers other inquires 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 Lead will also be responsible to schedule and confirm initial and follow‑up medical appointments, registers patients, including verifying insurance coverage to advise patient of any estimated financial responsibility.

The lead will be expected to work independently and to lead and assist with various department projects when needed.

• Demonstrates competency in the quality of work and knowledge of a Patient Access Representative.
• Strives for first call resolution and demonstrates high level of customer service.
• Maintains warm, courteous and professional behavior in accordance with the USC/Keck customer service standards while interacting with contacts, both internal and external.
• Maintains consistent accuracy in all tasks associated with job role and tasks and responsibilities daily.
• 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 standard and policy.
• Floats as needed 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.
• 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 sent for updates to 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.
• Assists with staff and patient concerns courteously and professionally.
• Utilizes organizationally defined systems to perform patient communication.
• Performs scheduling functions, across multiple clinical sites and clinical divisions as needed, to include scheduling, rescheduling cancelations and confirmations of appointments using organizational scheduling system. Demonstrates and models extensive knowledge of Specialty assignment(s).
• Schedules medical diagnostics and outpatient procedures.
• Creates and maintains medical data and reconciles to patient appointment records.
• Coordinates care with patient coordinators, nurses and physicians to secure appointments, including multiple appointment types, for patients and referring physicians.
• Analyzes multiple schedules to provide adequate access to patients.
• May perform data entry and maintain data bases for bumps and cancellations.
• Verifies insurance coverage using 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 activity. Serves as first point of escalation for Service Recovery forwarded by Level 1 and Level 2 staff members.…