Providence Health & Services Care Access Liaison I in Torrance, California
Providence St. Joseph Health is calling a Care Access Liaison to work remotely within the Torrance, CA area.
We are seeking a Care Access Liaison who will provide patient-centered, coordinated access to the complex network of facilities, institutes, and clinics. As they do so, they foster and nurture relationships with existing patients and those seeking treatment. Care Access includes ‘find a physician’ navigation within a health network, scheduling appointments and classes, providing tier 1 technical support with patient health applications, and functioning as an entry point and informational resource for patients into the health system.
This position is part of the Patient Engagement Center (PEC) team, which provides high-touch, personalized assistance to patients across Providence St. Joseph Health regions and provider networks.
The incumbent performs all duties in a manner that promotes Providence St. Joseph Health's mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.
Shift: Mon-Sun, Day, 9am to 5pm (can vary based on departmental needs), 40 hours/week (5 days per week)
In this position you will have the following responsibilities:
Develop strong understanding of healthcare services and networks and answers a wide variety of related patient questions
Schedule appointments and/or coordinates with facilities/clinics to provide timely appointments
Provide tier 1 technical support for assistance with health care applications (such as MyChart and mobile applications)
Register patients and the public for classes
Assist patients with access to educational, emotional and financial resources
Educate referred patient about travel directions, parking information, dining and lodging near clinical services
Ask probing questions to fully understand patient needs, and performs the work required to provide an answer to patient or referring provider’s needs internally, so the customer only has to call us once (first call resolution)
Respond promptly to patient and physician office referral requests or inquiries via phone, fax, online, chat
Utilize patient search criteria (condition, geographic location, insurance, etc.) to select the best referral option
Introduce patients to service line staff and remains on the line as required for more detailed questions or referral needs
Serve as the ongoing liaison for patients as required; reaches out to patients as necessary to ensure satisfaction
Follow up with patients who were to call a specialist to schedule their appointment but don't follow through
Recommend potential products or services to patient by analyzing customer needs
Communicate effectively via phone, e-mail, chat, instant message, etc.
Document patient contacts and referral information; track and follow-up on open action items timely
Become knowledgeable of and proficient with Patient Engagement Center processes and technology, including a phone system, health information system (Epic), provider directory tool, and customer relationship management (CRM) system
Participate in department continuous quality improvement processes, and takes ownership for ongoing performance development
Maintain a sense of pride and ownership for the program and care of each patient
Maintain confidentiality of all interactions
Maintain a positive, empathetic and professional attitude toward customers at all times
Communicate and coordinates with colleagues to get answers or assistance when necessary
Listen, discuss and accept constructive feedback, applies changes when necessary
Other duties as requested
Required qualifications for this position include:
H.S. Diploma or GED.
2 years customer service experience, preferably in a health care environment
2 years Experience interacting with and engaging customers virtually over the phone.
Highly developed service and exceptional communication skills, including a personable, professional presence over the phone
Ability to be patient and maintain a professional, calm, and appropriately empathetic demeanor when working with patients that may have serious health needs
Demonstrated proficiency of computer skills and use of clinical and office software applications, including a phone queue system
Ability to manage multiple priorities and tasks in a fast-paced environment
Ability to learn new processes, a complex delivery system, and technology quickly, and aptitude for continuous change and
Department growth• Detail oriented and thorough
Ability to develop and maintain strong, positive working relationships with team members, leaders, clinic staff, and other partners.
Preferred qualifications for this position include:
- 1 year Technical support experience.
About the department you will serve.
Providence Shared Services provides a variety of functional and system support services for our Providence family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Patient Services
Req ID: 332477