Patient Access Liaison I - Access Center Full Time 8 Hour Rotating Shift (Non-Exempt) (Union)

University of Southern California; Canada; On-site; CAD 28,929 - 48,422; Full time

Job summary

Dormont Manufacturing Co is seeking a Patient Access Liaison I to serve as the main point of contact for our medical centers. This role involves answering and directing communications, scheduling appointments, and assisting with patient inquiries. Successful candidates will demonstrate strong customer service skills and experience in healthcare.

Qualifications include a high school diploma or equivalent and at least two years of experience in customer service. Flexibility for remote work is essential as per departmental guidelines.

Qualifications

• Minimum 2 years of customer service experience or 1 year in healthcare.
• Ability to work efficiently with multiple tasks and demands.
• Bilingual skills preferred, especially in Spanish or Chinese.

Responsibilities

• Primary contact for USC academic medical centers.
• Schedule and confirm medical appointments as needed.
• Direct incoming telephone calls and web communications.

Skills

Customer service experience

Interpersonal skills

Verbal communication

Written communication

Multi-tasking

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree in healthcare, business or operations

Tools

Call management systems

Practice management scheduling systems

Job description

Serves as 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 a variety of electronic methods including text, voice and email systems. The Patient Access Liaison I may schedule and confirm initial and follow‑up medical appointments as needed.

Departmental Specific Summary

Essential Duties

• 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 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 check 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.
• Assists with staff and patient concerns courteously and professionally.
• Utilizes organizationally defined systems to perform patient communication.
• May perform scheduling functions, to include scheduling, rescheduling appointments, cancelations and confirmations.
• Using USC/Keck defined guidelines, and at their discretion, may carry out Service Recovery activity, and/or upscale to any Level 3/Lead or Supervisor within the Patient Access Center.

Required Qualifications:

• High school or equivalent.
• 2 years minimum 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.

Preferred Qualifications:

• Associate’s degree, Associates’ or Bachelors’ degree in healthcare, business or operations field strongly preferred.
• Specialized/technical training; 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.

Required 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).

The hourly rate range for this position is $21.00 - $35.15. When extending an offer of employment, the University of Southern California considers factors such as 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.

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. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at [phone], or by email at [e-mail]. Inquiries will be treated as confidential to the extent permitted by law.