Patient Access Lead: Scheduling, Insurance & Service

Keck Medicine of USC; Los Angeles (CA); Hybrid; USD 33,000 - 56,000; Full time

Job summary

Keck Medicine of USC seeks a Lead Patient Access Liaison to supervise the Access Center team, assign duties, balance workload and coordinate scheduling across USC campuses. You will manage calls, messages, and patient inquiries while ensuring HIPAA compliance and high customer service standards.

You will verify insurance coverage, explain estimated patient financial responsibility and drive process improvements. Remote work options may apply as directed by leadership.

Qualifications

• High school diploma or equivalent.
• 3–5 years in a call center and/or healthcare customer service environment.
• Demonstrated interpersonal skills.
• Strong leadership skills.
• Ability to multi-task and cross-train in multi-specialty areas.
• Knowledge of insurance and billing basics.
• Excellent verbal and written communication.

Responsibilities

• Lead the Access Center team, assign duties, balance workload and schedule daily huddles.
• Handle calls, messages and omnichannel contacts; ensure HIPAA compliance.
• Schedule and confirm appointments across multiple sites; manage patient data.
• Verify insurance coverage and discuss estimated financial responsibility with patients.
• Serve as service recovery escalation point and support leadership as needed.
• Provide training and guidance to Level 1/2 staff and support remote teams.

Skills

Interpersonal skills

Strong leadership

Multi-tasking

Communication skills

Call center experience

Healthcare knowledge

Team leadership

Education

High school diploma

Associate's degree preferred

Bachelor's degree preferred

Job description

Keck Medicine of USC seeks a Lead Patient Access Liaison to supervise the Access Center team, assign duties, balance workload and coordinate scheduling across USC campuses. You will manage calls, messages, and patient inquiries while ensuring HIPAA compliance and high customer service standards.

You will verify insurance coverage, explain estimated patient financial responsibility and drive process improvements. Remote work options may apply as directed by leadership.