The Patient Care Connect Coordinator is responsible for managing patient registration, appointment scheduling, and conducts eligibility functions, supports the process to retrieve authorizations, while handling inquiries and ensuring smooth coordination of care between patients and healthcare providers for multi-specialties. In addition, this role acts as a liaison, facilitating clear and effective communication between patients, medical staff, and other healthcare teams to ensure timely and accurate delivery of care and to ensure a smooth patient experience. Assists with clerical duties and other duties as assigned.

Essential Duties:

• Clerical: Gathers patient demographics, insurance information, and referral documentation to accurately register new and returning patients. Acts as a patient liaison and primary point of contact for patients and caregivers and takes accountability for their patient experience. Demonstrates accuracy and thoroughness in entering information into computer systems utilizing proper Care Connect functions. Confers with patients and third-party payers to ensure the eligibility and authorization of services. Identifies alternative financial sources for services and facilitates processing of application/approval. Fields patient account inquiries. Maintain accurate patient records within the electronic medical record (EMR) system. Schedules patient's appointments in a timely manner, and at the request of the physician, while accommodating patient's needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed.
• Patient Coordination/CustomerService: Acts as a liaison guiding patients through the Keck process, including explaining procedures, providing directions, and answering questions regarding their visit. Responsible for coordination of patient communication, scheduling appointments, handling inquiries, and coordinating care between patients and healthcare provider. Ensures a smooth patient experience by addressing concerns and facilitating necessary information flow within the healthcare system. Utilizes courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Greets patients in a courteous and professional manner. Assists patients with accessing and utilizing the online patient portal to view medical history and communicate with their healthcare team. Provides basic information about procedures, medications, and/or post-care instructions. Escorts patients to other departments if needed, provides directions to other departments within USC system. Assists 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. Acts as a communication hub between patients, healthcare providers, and other departments both internal and external. Works with various hospital personnel to resolve issues and accommodate patient. Collaborate with other departments for inter clinical consult visits
• Teamwork/Collaboration: Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence. Works independently and in a team setting. Maintains an open line of communication with management and other staff and always demonstrates a professional demeanor.
• Performs other duties as assigned.

Required Qualifications:

• Req High School or equivalent

• Req 3 years Related experience in acute care or ambulatory care medical setting
• Req Experience with navigating insurance benefits, including verifying insurance coverage, explaining out-of-pocket costs, and coordinating good faith estimates.

• Req Familiarity with Word processing, Microsoft Outlook.
• Req Must have excellent communication skills, including the ability to speak, read and write English proficiently.
• Req In depth knowledge of all medical insurance types
• Req Analytical and problem-solving skills including ability to analyze and interpret patient data from multiple systems.
• Req EMR scheduling knowledge.
• Req Knowledge of medical terminology.

Preferred Qualifications:

• Pref Associates Degree OR Bachelor's Degree in 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)

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About University of Southern California (USC)

USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

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