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Role Description

This role serves as the 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 various electronic methods including text, voice, and email systems.
• May schedule and confirm initial and follow-up medical appointments 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 while interacting with contacts, both internal and external.
• Maintains consistent accuracy in all tasks associated with job role 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.
• Accepts alternate assignments 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 verify insurance as needed.
• 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.
• Assists with staff and patient concerns courteously and professionally.
• 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.
• May perform scheduling functions, including scheduling, rescheduling appointments, cancellations, and confirmations.
• Using USC/Keck defined guidelines, and at their discretion, may carry out Service Recovery activity, and/or escalate to any Level 3/Lead or Supervisor within the Patient Access Center.

Qualifications

• High school or equivalent.
• Minimum 2 years of experience working in a customer service department/environment or 1 year in healthcare or some combination thereof.
• Demonstrated interpersonal skills.
• Ability to multi-task.
• Excellent verbal and written communication skills.

Requirements

• Associate's or Bachelor's degree in healthcare, business, or operations field strongly preferred.
• Vocational certificates in healthcare preferred: appointment scheduling, registration, insurance verification, medical assistant.
• Knowledge of HIPAA compliance and various health insurance types.
• Knowledge of medical terminology.
• Demonstrated knowledge of high-level computer literacy with practice management scheduling systems preferred.
• Bilingual: Spanish, Chinese, and other languages preferred.

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 within LA City only)

Compensation

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 (but not limited to) 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, as well as external market and organizational considerations.

Equal Opportunity Employer

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy.