[Hiring] Patient Access Liaison, Lead @Keck Medicine of USC

Role Description

Serves as primary point of contact for access to USC academic medical centers and USC Health Sciences Campus. Under the direction of the Access Center Leadership, the Lead will serve as the point of contact for the team members, including assigning daily duties, workload balancing, scheduling and leads daily huddles. In addition, the Lead will act as the service recovery contact for any patient/customer matters.

• Answers, screens and directs incoming and outgoing telephone calls for multiple areas within the department, electronic messages and other web-based communications using a call management system.
• Responds to basic inquiries and refers other inquiries to appropriate medical personnel.
• Contacts and distributes messages to medical personnel using a variety of electronic methods including text, voice and email systems.
• Responsible for scheduling and confirming initial and follow-up medical appointments, registering patients, including verifying insurance coverage to advise patients of any estimated financial responsibility.
• Expected to work independently and to lead and assist with various department projects when needed.

Qualifications

• High school or equivalent.
• Three (3) to five (5) years’ experience working in a call center and/or in a healthcare customer service department/environment (or combination of that equals two or more years) required.
• Demonstrated interpersonal skills.
• Strong leadership skills.
• Ability to multi-task.
• Cross trained in multi-specialty areas.
• Knowledge of insurance.
• Excellent verbal and written communication skills.

Requirements

• Associate's or Bachelor's degree in healthcare, business or operations field preferred.
• Vocational certificates in healthcare preferred: appointment scheduling, registration, insurance verification, medical assistant.
• One (1) year of lead experience preferred.
• Knowledge of HIPAA compliance and various health insurance types preferred.
• Knowledge of medical terminology strongly preferred.
• Demonstrated knowledge of high-level computer literacy with practice management scheduling systems preferred.
• Bilingual: Spanish, Chinese and other languages preferred.

Benefits

• The hourly rate range for this position is $23.92 - $40.66.
• When extending an offer of employment, the University of Southern California considers factors such as the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Company Description

USC Care Medical Group serves as the sole physician entity reporting to the USC Health System, uniting faculty clinical practice under Keck Medicine of USC. This entity oversees clinical governance, physician and ambulatory services, and core enterprise functions including billing, contracting, and financial operations.

• The organization encompasses 17 clinical departments, with approximately 1,500 physicians and 2,000 staff delivering care across more than 80 locations from Kern County to Orange County and into Las Vegas.
• USC Care Medical Group is the engine for patient-centered growth—advancing quality, safety, access, and financial strength through integrated, system-level thinking that transcends silos and traditional models.
• By building bridges across the enterprise, embracing innovation, and leveraging technology, we deliver seamless, 5-Star access and service while expanding clinical reach and diversified models of care.
• Our work fuels a sustainable cycle of good health—organizationally, financially, and within the communities we serve—driving continued growth from within and beyond the system’s boundaries.