Salary: $19.49 - $28.62 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)
SUMMARY
Office of Patient Access (OPA) is a department within Health Services Administration, a division under the Los Angeles County Department of Health Services (DHS). OPA was created to align and simplify patient access services, while leveraging technology and operational efficiencies and expertise. The Patient Engagement team works to outreach to patients to enroll in the LA Health Portal (patient portal) and outreach to patients to improve their health metrics. OPA central contact center operates 8 program phone lines specific to enhancing patient access within Health Services. This position is to assist with enrolling patients in the LA Health Portal (Patient Portal) across DHS and outreaching and scheduling patients for quality metrics (example: flu vaccine).
Description
The position of Senior, Community Health Worker acts as a liaison in linking patients to the LA Health Portal (patient portal) and primary care services (example: schedule a flu shot) in a contact center environment by processing referrals and scheduling appointments to any LAC-DHS 4 hospital-based clinics or 18 ambulatory care centers. Qualified individuals will use several technological platforms which include ORCHID electronic health record; call center platform; bidirectional texting platform and websites to assist in determining insurance coverage verification. Interacts with patients virtually - via phone, text message, and chat functions remotely while demonstrating a high level of customer service and cultural competency. Assists patients and families remotely to enroll via email invitation or self-enrollment, download the Patient Portal app on patient's smartphone, sign into the app, and teach patients and families to use features of the Patient Portal (view labs, notes, message doctor, renew prescriptions, join video visit, etc).
This high volume and fast-paced contact 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.
Essential Responsibilities
Patient Engagement: Make and receive phone calls and text messages in designated applications to assist patients to enroll in and use the LA Health Portal
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 scheduling guidelines
Customer Service: Adhere to LAC-DHS behavior & appearance standards; Demonstrate strong customer service and communication skills; Treat patients with courtesy and respect; Adhere to HIPAA and patient confidentiality
Job Qualifications
Excellent communication skills
Team player
Schedule flexibility
High degree of comfort using technology - tablets, smartphones, apps
High degree of comfort using new technology platforms - bidirectional text messaging and bidirectional chat
Generate patients' interest in the LA Health Portal
Assesses barriers to enrollment and provides personalized customer service by responding to patients' individual needs
Ability to provide clear and concise instructions
Engage in active listening with patients, confirming or clarifying information and ability to diffuse levels of frustration.
Utilizing scripts, tools, and training materials appropriately
Understanding and striving to meet or exceed quality metrics established by department
Education/Experience
Minimum 2 years customer service experience
Contact center experience desirable
Bilingual in English and Spanish preferred
Certificates/Licenses/Clearances
Clearances per DHS employment contract
COVID vaccination required
Successful clear the Live Scan process through Los Angeles County.
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, tablet navigation, smartphone navigation, downloading smartphone apps, etc.
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, Indoor Temperature Controlled
Heluna Health is an Affirmative Action, Equal Opportunity Employer that encourages minorities, women, veterans, and disabled to apply.
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)
