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.
OPA central call center operates 6 program lines specific to enhancing patient access within Health Services. This position is to assist with schedule Specialty Care appointments across DHS.
Call Center Agent
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 DHS facilities according to guidelines;
- orients patients by providing direction to appropriate locations for services. Enrolls patients using electronic health system;
enters and accesses data by utilizing various local and web-based information system and databases. Assists patients to enroll in LA Health Patient Portal, facilitates transportation services to assure access to appointments, reviews insurance verification for specific health plans and follows all standardized workflows to assure patient is visit ready.
Job Qualifications
- Excellent communication skills
- Team player
- Schedule flexibility
- Ability to use several technological platforms simultaneously
- Generate patients’ interest in DHS services
- 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
- Ability to work 10-hour shift spanning over a 4-day workweek.
- Operating hours 7am-7pm, Monday- Saturday
Education / Experience
Call center experience desirable
Certificates / Licenses / Clearances
- A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.
- Clearances per DHS employment contract
- Successful clearing through the Live Scan and Health Clearance process with the County of Los Angeles.
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 / 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.
Possible Hybrid Telework Opportunities after 3 months of onsite training pending performance
Heluna Health is an Affirmative Action,
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