Senior Community Health Worker - Call Center Agent

Job Details

Description

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 to HIPAA and patient confidentiality
  
  
LA Health Portal:

Call Center Agent Duties and Responsibilities

• Interacts with patients over the phone to enroll patients in the patient portal using a high level of customer service and cultural competency.
• Meet team enrollment goals
• Goal: 50+ enrollments per week
• 10 total enrollments and/or appointments made per day when working on enrollments and quality improvement campaigns simultaneously.
  
  

• Determines when language interpretation is needed and utilizes interpreter services when necessary, to ensure language access standards are met.
• Assists patients and families to enroll in the Patient Portal (via email invitation or self-enrollment).
• Provides technical assistance to patients experiencing
• Provides personalized tutorial showing new users how to navigate the Patient Portal including downloading the Patient Portal app on patient’s smartphone, signing into the app, and teaching patients and families to use features of the Patient Portal (view labs, notes, message doctor, renew prescriptions, join video visit, etc.)
• Records and reports a log of selected patient Updates navigation log daily.
• Inbound calls via Telax
• Bidirectional text messages via LA Health Link
• If unable to fill out logs by end of day email supervisor to notify.
• Updates personal outlook calendar with daily activities and assignments:
• Share calendar with program supervisor, and
• Communicate issues that may happen with manager.
• Meets with supervisor on a weekly or bi-weekly basis to discuss program development and support.
• Reports all technical issues experienced for examination and resolution to team chat and IT solutions when needed.
• Educates staff on the LA Health Patient Portal processes and functionality through trainings and demonstrations.
• Passes along patient feedback, concerns, and opportunities for growth in the context of facility goals and initiatives.
• May help navigate to other Primary Care Medical Homes (PCMHs) or patient access team members for questions or concerns that they cannot be
• Participate in special projects as needed and perform other duties as
  

Referrals and Appointments

• Processes referrals and schedules appointments to any LAC-DHS 4 hospital- based clinics or 25 ambulatory care centers.
• Supports flu vaccines scheduling and other primary care quality improvement goals by educating and informing patients of services and scheduling patients for clinic appointments.
• Communicates and implements patient campaigns via phone, bidirectional texting, or other channels to inform patients of primary care updates and engage them in preventive care measures.
  
  

JOB QUALIFICATIONS

• Bachelor’s Degree preferred but not required
• Customer Service experience preferred.
• Excellent verbal communication, and the ability to convey important information clearly and effectively
  
  

Education/Experience

• Bachelor’s Degree preferred but not required
• 1 year of experience in related field preferred
  
  

Certificates/Licenses/Clearances

• Clearances per DHS employment contract
• COVID vaccination required
  
  

Other Skills, Knowledge, and Abilities: Proficient skill set in using an array of Microsoft Office Suite software programs such as Word, Excel, PowerPoint, Adobe Reader, One Note, Outlook, TEAMS, tablet navigation, smartphone navigation, downloading smartphone apps, etc.

• Bilingual in Spanish and English preferred but not required
• Excellent delegator and mediator
• People person, able to provide excellent customer service
• Quick decision-making and problem-solving abilities
• Excellent time management
• Responsible, goal oriented and organized
• Strong attention to detail and able to multitask
• Confident, proactive, and willing to take on workplace challenges
• Strong listening skills and receptive to feedback
• Works to positively motivate others
  
  

PHYSICAL DEMANDS

Stand: Frequently

Walk: Frequently

Sit: Frequently

Handling / Fingering: Occasionally

Reach Outward: Occasionally

Reach Above Shoulder: Occasionally

Climb, Crawl, Kneel, Bend: Occasionally

Lift / Carry: Occasionally - Up to 25 lbs

Push/Pull: Occasionally - Up to 25 lbs

See: Constantly

Taste/ Smell: Not Applicable

Not Applicable = Not required for essential functions

Occasionally = (0 - 2 hrs/day)

Frequently = (2 - 5 hrs/day)

Constantly = (5+ hrs/day)

WORK ENVIRONMENT

General Office Setting, Indoors Temperature Controlled

EEOC STATEMENT

It 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.