Senior Community Health Worker, Ambulatory Care Network (Office)

SUMMARY

The Ambulatory Care Network (ACN) is a department within the Los Angeles County Department of Health Services (DHS). It is committed to providing world-class, compassionate health care that is safe and accessible for everyone. Our community-based health clinics offer quality primary care and specialty care services for families within the Los Angeles County. The ACN Patient Access Center helps align and simplify patient access services, while leveraging technology and operational efficiencies and expertise. It also helps enhance and support access to clinic services within the ACN Network of clinics across DHS.

Description

Interacts with patients via phone using call center software while demonstrating a high level of customer service; makes and receives calls; determines when language interpretation is needed and utilizes interpreter services when necessary to ensure language access standards are met. Requests demographic information to assure proper identification of caller, schedules appointments to a variety of ACN facilities according to guidelines; orients patients by providing direction to appropriate locations and/or services. Reviews insurance verification for specific health plans and follows all standardized workflows to assure patient is visit ready.

ESSENTIAL FUNCTIONS

• Answers phones.
• Follows appointment-making processes and procedures per policy.
• Completes accurate patient scheduling by following detailed algorithms.
• Ensures accurate verification of patient demographic information and payor source coverage details.
• Identifies discrepancies in coverage or empanelment and appropriately refers cases for processing.
• Determines which appointments (types, date, time, provider) meet the patient’s needs and schedules / confirms appointments accordingly.
• Sends message(s) using Electronic Health Record (EHR) platform and/or transfers callers to appropriate departments.
• Enters scheduling notes and relevant information when needed.
• Provides assistance with scheduling and rescheduling appointments for various types of appointments for various types of requests (primary, specialty, etc).
• Operating Systems:
• Ability to use several technology platforms simultaneously.
• Assures proper understanding and adherence to primary and specialty care scheduling guidelines rules.
• Customer Services:
• Adheres to LACO-DHS behavior and appearance standards.
• Demonstrates strong customer service and communication skills.
• Treats patients with courtesy and respect.
• Adheres to HIPAA and patient confidentiality.

Job Qualifications

• Excellent communication skills
• Ability to work independently
• Ability to use several technological platforms simultaneously
• Provide 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 and tools appropriately
• Understanding and striving to meet or exceed metrics established by department

Education/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, etc.

PHYSICAL DEMANDS

Stand Occasionally

Walk Occasionally

Sit Constantly

Handling 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

• Hybrid (Telework & Office)
• General Office Setting, Indoor Temperature Controlled
• This is a temporary, grant funded position.
• Employment is provided by Heluna Health.
• Heluna Health is an Affirmative Action,