Senior Community Health Worker, Ambulatory Care Network

Salary Range: $23.00-$28.62 per hourSUMMARYThe 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.DescriptionInteracts 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 FUNCTIONSAnswers 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 QualificationsExcellent communication skillsAbility to work independentlyAbility to use several technological platforms simultaneouslyProvide personalized customer service by responding to patients' individual needsAbility to provide clear and concise instructionsEngage in active listening with patients, confirming or clarifying information and ability to diffuse levels of frustration.Utilizing scripts and tools appropriatelyUnderstanding and striving to meet or exceed metrics established by departmentEducation/ExperienceContact center experience desirableBilingual in English and Spanish preferredCertificates/Licenses/ClearancesClearances per DHS employment contractCOVID vaccination requiredSuccessfully clear the Live Scan process through Los Angeles County.Other Skills, Knowledge, and AbilitiesProficient 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 DEMANDSStand OccasionallyWalk OccasionallySit ConstantlyHandling FrequentlyReach Outward OccasionallyReach Above Shoulder OccasionallyClimb, Crawl, Kneel, Bend Not ApplicableLift / Carry Occasionally - Up to 15 lbs.Push/Pull Occasionally - Up to 15 lbs.See ConstantlyTaste/ Smell Not ApplicableNot Applicable = Not required for essential functionsOccasionally = (0 - 2 hrs/day)Frequently = (2 - 5 hrs/day)Constantly = (5+ hrs/day)WORK ENVIRONMENTGeneral Office Setting, Indoor Temperature ControlledThis is a temporary, grant funded position.Employment is provided by Heluna Health.Heluna Health is an Affirmative Action, Equal Opportunity Employer that encourages minorities, women, veterans, and disabled to applyEEOC STATEMENTIt is the policy of Heluna Health to provide equal employment opportunities to all employees and applicants, without regard to age (40 and over), national origin or ancestry, race, color, religion, sex, gender, sexual orientation, pregnancy or perceived pregnancy, reproductive health decision making, physical or mental disability, medical condition (including cancer or a record or history of cancer), AIDS or HIV, genetic information or characteristics, veteran status or military service.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws.