Community Health Worker, Health Tech Navigator Office of Patient Access (OPA)

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 aligns and simplifies patient access services through call center services and patient facing tools like the LA Health Patient Portal.

This position is to assist with enrolling patients in the LA Health Patient Portal across DHS.

ESSENTIAL FUNCTIONS

• Interacts with patients in person at clinic and hospital sites while demonstrating a high level of customer service and cultural competency.
• Determines when language interpretation is needed and utilizes interpreter services, when necessary, to ensure language access standards are met.
• Approaches patients in waiting areas or as directed by DHS staff about benefits of the LA Health Patient Portal.
• Assists patients and families to enroll in the Patient Portal (via email invitation or self-enrollment).
• Provides technical assistance to patients experiencing issues.
• Provides personalized tutorial showing new users how to navigate the Patient Portal including downloading the Patient Portal app on patient’s smartphone, signing into the app, and teaching patients and families to use features of the Patient Portal (view labs, notes, message doctor, renew prescriptions, join video visit, etc.)
• Records and reports a log of all patient interactions.
• Updates interactions log daily.
• Meets team enrollment goals
• Updates personal outlook calendar with daily activities and assignments.
• Reports all technical issues experienced for examination.
• Educates staff on the LA Health Patient Portal processes and functionality through trainings and demonstrations.
• Passes along patient feedback, concerns, and opportunities for growth in the context of facility goals and initiatives.
• May help navigate to other Primary Care Medical Homes (PCMHs) or patient access team members for questions or concerns that they cannot be addressed.
• Participates in special projects as needed and perform other duties as assigned.

JOB QUALIFICATIONS

• Patient / Community Facing experience desirable
• Customer service experience preferred
• Bilingual in English and Spanish preferred but not required
• Excellent communication skills
• Team player
• Schedule flexibility
• Able to work independently as well as work as part of a fast-moving team
• Strong social skills dealing with a diverse mixture of personalities
• High degree of comfort using technology tablets, smartphones, apps
• Project high level of energy and enthusiasm to patients about the Patient 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 metrics established by department

Education / Experience

• Customer service experience preferred but not required
• Bachelor’s degree preferred but not required

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.
• 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, TEAMS, tablet navigation, smartphone navigation, downloading smartphone apps, etc.

PHYSICAL DEMANDS

Stand : Frequently

Walk : Frequently

Sit : Frequently

Handling / Fingerin g : Occasionally

Reach Outward : Occasionally

Reach Above Shoulder : Occasionally

Climb, Crawl, Kneel, Bend : Occasionally

Lift / Carry : Occasionally - Up to 50 lbs

Push / Pull : Occasionally - Up to 50 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.