Patient Care Connect Specialist - PMOB Access Center - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

About the role

The Patient Care Connect Specialist is a detail-orientated individual who is the primary point of contact for patients and caregivers, ensuring a positive patient experience. They are responsible for gathering patient demographics, insurance information, and referral documentation to accurately register new and returning patients.

The role requires maintaining accurate patient records within the electronic medical record (EMR) system, scheduling appointments, and ensuring eligibility and authorization of services. Additionally, the specialist will collaborate with Department Managers and Providers to optimize scheduling templates and ensure adherence to organizational guidelines.

Essential Duties

• Master Scheduler * Make changes and edits in scheduling templates to optimize patient access and provider productivity. * Collaborate with department/clinic managers and providers, as well as Patient Care Connect leadership, to identify and design optimal schedules for providers. * Utilize organizational practice management applications to build and maintain master scheduling templates for new and existing providers following USC/Keck scheduling template policy and guidelines. * Ensure all block and assigned time in schedules is utilized efficiently and according to USC/Keck scheduling template guidelines. * Document and maintain all files/records used to prepare master scheduling templates; update as needed. * Create the Bump list(s) and provide coverage of patient scheduling/rescheduling as needed, following USC/Keck Bump Policy and procedure.
• Patient Coordination & Customer Service * Schedule patient appointments in a timely manner, accommodating patient needs and physician requests, including laboratories, diagnostic testing, and consultations. * Responsible for coordination of patient communication, scheduling appointments, handling inquiries, and coordinating care between patients and healthcare providers. * Act as a liaison guiding patients through the Keck process, including explaining procedures, providing directions, and answering questions regarding their visit. * Confer with patients and third-party payers to ensure eligibility and authorization of services. * Gather patient demographics, insurance information, and referral documentation for accurate registration. * Communicate scheduling constraints, conflicts, and other scheduling issues to Patient Care Connect management and internal clients. * Ensure a smooth patient experience by addressing concerns and facilitating necessary information flow within the healthcare system. * Utilize courtesy, compassion, kindness, and honesty while interacting with the public, patients, and all clinic personnel. * Assist patients with accessing and utilizing the online patient portal to view medical history and communicate with their healthcare team. * Provide basic information about procedures, medications, and/or post-care instructions. * Assist patients to overcome barriers to care, e.g., coordination of translation services, medical financial assistance by directing patients and caregivers to the appropriate department for support. * Act as a communication hub between patients, healthcare providers, and other departments both internal and external. * Collaborate with other departments for inter-clinical consult visits.
• Teamwork & Collaboration * Contribute effectively as a productive team member to the Patient Care Connect and USC/Keck. * Demonstrate flexibility in covering other staff members for sick time, vacation, or leave of absence. * Exhibit collegial and professional demeanor in all interactions. * Maintain an open line of communication with management and other staff and always demonstrate a professional demeanor. * Maintain consistent accuracy in all tasks associated with job role and responsibilities daily. * Work independently and in a team setting.
• Performs other duties as assigned

Required Qualifications

• Req High School or equivalent
• Req 2-3 years Experience with navigating insurance benefits, including verifying insurance coverage, explaining out-of-pocket costs, and coordinating good faith estimates.
• Req 3 years Related experience in acute care or ambulatory care medical setting
• Req Thorough knowledge of IDX/GECB and/or Cerner Scheduling systems, including scheduling visit types and dictionaries.
• Req In-depth knowledge of all medical insurance types, EMR Scheduling knowledge, and Medical Terminology
• Req Analytical and problem-solving skills, including the ability to analyze and interpret patient data from multiple systems.
• Req Excellent communication skills, including the ability to speak, read, and write English proficiently.
• Req Ability to work independently and as part of a team in an integrated environment.
• Req Knowledge with computer software programs.

Preferred Qualifications

• Pref Associate's Degree in healthcare, business, or a related field OR
• Pref Bachelor's Degree in healthcare, business, or a related field

Required Licenses/Certifications

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

Additional information

USC Care Medical Group serves as the sole physician entity reporting to the USC Health System, uniting faculty clinical practice under Keck Medicine of USC. This entity oversees clinical governance, physician and ambulatory services, and core enterprise functions including billing, contracting, and financial operations.

The organization encompasses 17 clinical departments, with approximately 1,500 physicians and 2,000 staff delivering care across more than 80 locations from Kern County to Orange County and into Las Vegas. USC Care Medical Group is the engine for patient-centered growth-advancing quality, safety, access, and financial strength through integrated, system-level thinking that transcends silos and traditional models.

By building bridges across the enterprise, embracing innovation, and leveraging technology, we deliver seamless, 5-Star access and service while expanding clinical reach and diversified models of care. Our work fuels a sustainable cycle of good health-organizationally, financially, and within the communities we serve-driving continued growth from within and beyond the system's boundaries.

Pay and benefits

The hourly rate range for this position is $26.00 - $41.28. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

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