Senior Community Health Worker - Call Center Agent

Salary Range: $23.00-$28.62 hourly

Summary

Ambulatory Care Network (ACN) is a department within Health Services Administration, a division under the Los Angeles County Department of Health Services (DHS).

ACN was created to align and simplify patient access services, while leveraging technology and operational efficiencies and expertise.

The LA Health Portal Contact Center works to outreach to patients to enroll in the LA Health Portal (patient portal) and outreach to patients to improve their health metrics.

This position is to assist with enrolling patients in the LA Health Portal (Patient Portal) across DHS and outreaching and scheduling patients for quality metrics (example: flu vaccine).

Description

The position of Senior, Community Health Worker, acts as a liaison in linking patients to the LA Health Portal (patient portal) and primary care services (example: schedule a flu shot) in a contact center environment by processing referrals and scheduling appointments to any LAC-DHS 4 hospital-based clinics or 18 ambulatory care centers.

Qualified individuals will use several technological platforms including:


* ORCHID electronic health record


* Call Center platform (Telax)


* Bidirectional texting platform (Artera)


* Cherwell – email bidirectional messaging


* DHS and other related websites to assist in determining insurance coverage

This high volume and fast-paced contact center interact with patients inbound and outbound phone calls while using sophisticated call center software and providing a high level of customer service.

It assists patient/significant others in obtaining and securing language access services to meet cultural and linguistic needs.

Obtains demographic information to assure proper identification of caller, adhere to HIPAA and patient confidentiality requirements.

May act as the patients’ first point of contact with LA County Health Services.

Essential Areas of Responsibilities

LAHP Call Center: Make and receive phone calls and text messages in designated applications to assist patients to enroll in and use the LA Health Portal.


*
+ Assists patients and families remotely to enroll via email invitation or self- enrollment, download the Patient Portal app on patient’s smartphone, sign into the app, and teach patients and families to use features of the Patient Portal (view labs, notes, message doctor, renew prescriptions, join video visit, etc.).



* Patient Access: Answer phones; Perform appointment making processes; complete accurate patient scheduling and registration, such as verification of patient demographics and pay or coverage.


* Operating Systems: Ability to use several technological platforms simultaneously assuring proper understanding of scheduling


* Customer Service: Adhere to LAC-DHS behavior & appearance standards; Demonstrate strong customer service and communication skills; Treat patients with courtesy and respect; Adhere t...