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Company Name : UCLA Health
Location : Los Angeles, CA 90095
Position : Patient Service Liaison
Job Description : Responsibilities
Reporting to the Clinical Operations Manager, incumbent will manage the day to day incoming calls received to the Patient Service Liaison line. These calls may be from the call center, referring provider offices, or Orthopaedic Surgery staff. Major duties include working as a liaison for the call center staff specifically with answering general questions or triaging urgent patient concerns. The incumbent will complete CareConnect workqueue tasks as well as Microsoft Outlook or CareConnect inbasket messaging Interfaces with patients, physicians, employees, and others; building positive relationships throughout each interaction. Actively seeks to identify areas for improving patient relations, ensuring that quality control standards are met while providing extensive personalized customer service and de-escalate patient complaints, same day add-ons, coordinate VIP appointments, and refer to management team as necessary. Other duties as assigned.
Qualifications
Provides support to call center staff as needed, performing daily tasks in a timely and professional manner, realizing that effective support of staff is key to the department’s success as evidenced by:
Researching and providing correct answers to staff questions as quickly as possible, involving clinic management when the answer is not clear
Providing feedback and clarification on communication to callers and clients
Answering all telephone calls with a friendly, enthusiastic tone.
Assists in ensuring all references are up to date, validating information with appropriate clinic staff and notifying manager or designee for updates as needed.
Interact closely with internal departments to ensure timely scheduling of appointments and procedures required by possible urgent diagnosis.
Resolve patient service issues and complaints that require escalation from call center staff.
Triage PCC Direct Line (PDL)
View, Edit and Organize incoming RightFax
Coordinate appointment requests from web form submission
Coordinate appointment requests from myChart
Coordinate appointment request from referring providers
Coordinate appointment request from provider’s office
Coordinate appointment rescheduling due to PCC errors
Coordinate MyChart direct/open scheduling- update appointment notes
Mail New Patient Questionnaires
Review and work the Ready to Schedule WQ
Attend scheduled meetings
Assist in other areas of department when requested.
UCLA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
This post is listed Under California jobs
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