SUMMARY

Office of Patient Access (OPA) is a department within Health Services Administration, a division under the Los Angeles County Department of Health Services (DHS). OPA aligns and simplifies patient access services through call center services and patient facing tools like the LA Health Patient Portal. This position is to assist with enrolling patients in the LA Health Patient Portal across DHS. ESSENTIAL FUNCTIONS Interacts with patients in person at clinic and hospital sites while demonstrating a high level of customer service and cultural competency.

Determines when language interpretation is needed and utilizes interpreter services, when necessary, to ensure language access standards are met.

Approaches patients in waiting areas or as directed by DHS staff about benefits of the LA Health Patient Portal.

Assists patients and families to enroll in the Patient Portal (via email invitation or self-enrollment).

Provides technical assistance to patients experiencing issues.

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 all patient interactions.

Updates interactions log daily.

Meets team enrollment goals

Updates personal outlook calendar with daily activities and assignments.

Reports all technical issues experienced for examination.

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 addressed.

Participates in special projects as needed and perform other duties as assigned. JOB QUALIFICATIONS Patient/Community Facing experience desirable

Customer service experience preferred

Bilingual in English and Spanish preferred but not required

Excellent communication skills

Team player

Schedule flexibility

Able to work independently as well as work as part of a fast-moving team

Strong social skills dealing with a diverse mixture of personalities

High degree of comfort using technology – tablets, smartphones, apps

Project high level of energy and enthusiasm to patients about the Patient Portal

Assesses barriers to enrollment and provides personalized customer service by responding to patients’ individual needs

Ability to provide clear and concise instructions

Engage in active listening with patients, confirming or clarifying information and ability to diffuse levels of frustration.

Utilizing scripts, tools, and training materials appropriately

Understanding and striving to meet or exceed metrics established by department Education/Experience Customer service experience preferred but not required

Bachelor’s degree preferred but not required 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. PHYSICAL DEMANDS

Stand: Frequently

Walk: Frequently

Sit: Frequently

Handling : Occasionally

Reach Outward: Occasionally

Reach Above Shoulder: Occasionally

Climb, Crawl, Kneel, Bend: Occasionally

Lift / Carry: Occasionally - Up to 50 lbs

Push/Pull: Occasionally - Up to 50 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.