Scheduler - Sr. Customer Service Rep

Position Title: Patient Access Liaison II

Location: Remote (Must be able to report onsite to Los Angeles CA USA 90032 as needed)
Duration: 13 Weeks, with potential extension C2H
Pay Rate: $21.99/hour
Schedule: Candidates must be available to work staggered shifts between 7:00 AM 7:00 PM. Weekend and overtime opportunities may be available but are optional.

Note:

• Equipment will not be shipped. Employees are responsible for picking up equipment on their first day and returning it upon completion of employment.
• Candidates do not need to reside in Los Angeles but must be willing and able to travel onsite as needed, including multiple consecutive days if required

Job Overview

We are seeking a Patient Access Liaison II to serve as the primary point of contact for patients accessing client academic medical centers and the client Health Sciences Campus. This role is responsible for delivering exceptional customer service while scheduling appointments, registering patients, verifying insurance coverage, and responding to patient inquiries through multiple communication channels.

Although this is a remote position, candidates must be able to report onsite to the Los Angeles office whenever business needs require.

Key Responsibilities

• Serve as the primary contact for patient inquiries via phone, email, text, and web-based communication platforms.
• Answer, screen, route, and document incoming and outgoing calls.
• Schedule, reschedule, and confirm new and follow-up patient appointments.
• Register patients and accurately update patient demographic information.
• Verify insurance eligibility and review patient benefits.
• Communicate estimated patient financial responsibility when applicable.
• Perform accurate data entry while maintaining data integrity and confidentiality.
• Route messages and appointment requests to providers and clinical staff.
• Maintain compliance with HIPAA and organizational privacy standards.
• Deliver professional, compassionate, and efficient customer service in a fast-paced environment.
• Manage multiple tasks while meeting productivity and quality expectations.

Minimum Qualifications

• High school diploma or GED required.
• Minimum 2 years of experience in call center, customer service, healthcare, or a combination of these environments.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Demonstrated reliability with a strong attendance record.

Preferred Qualifications

• Knowledge of HIPAA regulations.
• Familiarity with health insurance plans and eligibility verification.
• Understanding of medical terminology.
• Experience using medical scheduling or practice management systems.
• Bilingual proficiency (Spanish, Chinese, or other languages) is highly preferred.

Ideal Candidate

• Customer-focused with exceptional communication skills.
• Dependable and punctual.
• Comfortable learning new systems and technologies.
• Able to prioritize multiple tasks simultaneously.
• Passionate about delivering an outstanding patient experience.
• Candidates with customer service experience in high-volume environments such as retail, hospitality, food service, healthcare, or contact centers are encouraged to apply.

Remote Work Expectations

• This position is remote; however, candidates must be able to report onsite promptly whenever requested for business needs, including:
• First-day equipment pickup.
• Training sessions.
• Department meetings.
• Performance coaching.
• Equipment troubleshooting or replacement.
• Internet or power outages.
• Other operational requirements.

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