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Senior Customer Service Representative

2 months ago

Alhambra, United States System Soft Technologies Full time

Location: 1000 S Fremont Ave, Alhambra, CA 91803

Department: Medical Enterprise

Employment Type: Contract-to-Hire (CTH)

Duration: 13 weeks, with the possibility of extension (no guarantee of full-time employment)

Pay Rate: $21.99 per hour

Work Hours: Staggered shifts between 7:00 AM - 7:00 PM, with potential weekend work and required overtime

Dress Code: Business Casual


Important Notes:

  • Training: Must be able to work on-site for 3 months of required training. Transition to remote work will depend on performance.
  • Local Candidates Only: Must be within commuting distance of Alhambra, CA.
  • Interview Process: Two steps - one video/Teams interview followed by one in-person interview.


Job Summary

The Patient Access Liaison II serves as the primary point of contact for patients seeking access to USC academic medical centers and the USC Health Sciences Campus. This role involves handling incoming and outgoing communications, scheduling and confirming medical appointments, verifying insurance coverage, and performing data entry to ensure data integrity.


Key Responsibilities

  • Communication: Answer, screen, and direct incoming and outgoing telephone calls, electronic messages, and other web-based communications using a call management system.
  • Patient Interaction: Serve as the first point of contact for patients, responding to basic inquiries and referring more complex inquiries to appropriate medical personnel.
  • Message Distribution: Contact and distribute messages to medical personnel using text, voice, and email systems.
  • Appointment Management: Schedule and confirm initial and follow-up medical appointments, ensuring accurate registration of patients and verification of insurance coverage.
  • Financial Counseling: Advise patients of any estimated financial responsibility based on their insurance coverage.
  • Data Management: Perform data entry, ensure data integrity, and reconcile data as needed to maintain accurate patient records.


Must-Have Qualifications

  • Education: High school diploma or equivalent.
  • Experience: Minimum of two (2) years of experience in a call center, customer service, or healthcare department/environment.
  • Skills:
  • Demonstrated interpersonal skills.
  • Ability to multitask effectively in a fast-paced environment.
  • Excellent verbal and written communication skills.


Preferred Qualifications

  • Education:
  • Vocational certificates in healthcare (e.g., appointment scheduling, registration, insurance verification, medical assistant).
  • Associate or bachelor’s degree in healthcare, business, or a related field is strongly preferred.