Senior Community Health Worker

Patient Access Center (PAC) is a department within LAC+USC Medical Center, a division under the Los Angeles County Department of Health Services (LACO-DHS). PAC was created to align and simplify patient access services, while leveraging technology and operational efficiencies and expertise. PAC team members are advocates whose mission is to advance the health of our patients and our communities by providing extraordinary care.
Description
The position of Senior, Community Health Worker acts as a liaison in linking patients to over 50 specialty care services and 9 primary care medical homes in a call center environment by processing appointment request and scheduling appointments to any LAC+USC Specialty Care clinics and/or Primary Care clinics. Qualified individuals will use several technological platforms which include ORCHID electronic health record; and websites to assist in determining insurance coverage verification. This high volume and fast-paced call center interact with patients inbound and outbound phone calls while using sophisticated call center software and providing a high level of customer service. Assists patient/significant others in obtaining and securing language access services to meet cultural and linguistic needs. Obtains demographic information to assure proper identification of caller, adhere to HIPAA and patient confidentiality requirements. May act as the patients' first point of contact with LA County Health Services.
This is a temporary, grant-funded, full-time position. Employment is provided by Heluna Health.
Pay range: $17.85-$26.02 per hour
If hired for this position, you will be required to provide proof that you are fully vaccinated for COVID-19 prior to your start date, or have a valid religious or medical reason qualifying you for an exemption (that may or may not require accommodation).
ESSENTIAL FUNCTIONS

• Patient Access: Answer phones; Perform appointment making processes; complete accurate patient scheduling and registration, such as verification of patient demographics and payor coverage.
• Operating Systems: Ability to use several technological platforms simultaneously assuring proper understanding of specialty care scheduling guidelines.
• Customer Service: Adhere to LACO-DHS behavior & appearance standards; Demonstrate strong customer service and communication skills; Treat patients with courtesy and respect; Adhere to HIPAA and patient confidentiality.

Education/Experience

• Minimum 2 years customer service experience
• Contact center experience desirable

Certificates/Licenses/Clearances

• Successful clear the Live Scan process through Los Angeles County.
• Clearances per DHS employment contract

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, and TEAMS, etc.
Bilingual Spanish/English required
PHYSICAL DEMANDS
Stand: Occasionally
Walk: Occasionally
Sit: Constantly
Handling / Fingering: Frequently
Reach Outward: Occasionally
Reach Above Shoulder: Occasionally
Climb, Crawl, Kneel, Bend: Not Applicable
Lift / Carry: Occasionally - Up to 15 lbs
Push/Pull: Occasionally - Up to 15 lbs
See: Constantly
Taste/ Smell: Not Applicable
Not Applicable = Not required for essential functions
Occasionally = (0 - 2 hrs/day)
Frequently = (2 - 5 hrs/day)
Constantly = (5+ hrs/day)
WORK ENVIRONMENT
General Office Setting, Indoors Temperature Controlled
EEOC STATEMENT
It is the policy of Heluna Health to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.
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 individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)