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The role focuses on patient access, including greeting, registering, and verifying insurance coverage for patients at Olive View UCLA Medical Center. It involves evaluating financial data, coordinating with insurance companies, and ensuring a positive patient experience through culturally sensitive service.
Candidates must have a minimum of 2 years of customer service experience and proficiency in Microsoft Office Suite. Desirable qualifications include experience with patient registration, financial clearance processes, and the ability to work in high-volume environments.
Olive View UCLA Medical Center (OVMC) is a facility/department within the Los Angeles County Department of Health Services (LACO-DHS). Olive View UCLA Medical Center (OVMC) is a community hospital where the primary focus is to contribute to the health of the communities it serves by providing high quality, patient-centered care.
Qualified individuals will use several technology platforms, this includes ORCHID electronic health records and websites to assist in determining insurance coverage verification. This functional unit is a fast-paced, high-volume environment which interacts with patients. This position must adhere to HIPAA and patient confidentiality requirements while providing high levels of customer services in a culturally and linguistically sensitive fashion. As one of the first points of contact with Olive View UCLA Medical Center and the Department of Health Services, this position is essentially to creating an environment for a positive patient experience.
Patient Access:
•Greets and registers patients in person, not limited to obtaining demographics, preferred pharmacy, emergency contact and insurance information; enrolling patient using electronic system; providing forms to patients and completes paperwork for requested services; determining when language interpretation is needed; and orienting patients to Health Services by providing direction to appropriate locations for services
•Evaluates patients’ financial data and resources to determine ability to reimburse the County for services consistent with department policy; completes/assists patients with completion of benefits forms for third-party resources; contacts private insurance companies to verify coverage and obtain authorization for services; verifies existing governmental coverage for health care services; and refers patients without existing financial resources or with complex financial eligibility issues to a Patient Financial Services Worker or Patient Relations Representative
•Communicates with patients, responsible relatives and/or representatives, attorneys, employers, and insurance companies to explain County policies and obtain, verify, or clarify information required to complete billing forms
•Completes required federal, state, and County forms for patients during Emergency Department/Urgent Care visits
•Re-verifies eligibility in the month of the appointment to financially clear patients for appointments; conducts patient outreach by phone and/or mail; explains coverage options; refers patients to member services as needed; and cancels appointments
•Checks-in patients for appointments to explain payment options, obtain signatures, collect fees, and update records of insurance and patient identification
DESIRABLE QUALIFICATIONS:
•Excellent communication and organizational skills
•Knowledge of financial clearance process
•Patient registration experience
•Ability to work independently in a high-volume work environment
•Ability to manage multiple tasks/assignments simultaneously
•Strong problem-solving skills
Operating Systems:
o Ability to use several technology platforms simultaneously
o Assures proper understanding and adherence to ER registration guidelines rules.
Customer Services:
o Adhere to LACO-DHS behavior and appearance standards
o Demonstrates strong customer service and communication skills
o Treats patients with courtesy and respect
o Adheres to HIPAA and patient confidentiality
JOB QUALIFICATIONS
Education/Experience
•Minimum 2 years customer service experience
Certificates/Licenses/Clearances
•Clearances per DHS employment contract
Other Skills, Knowledge, and Abilities
•Proficient skill set in using an array of Microsoft Office Suite software programs such as Word, Outlook, and TEAMS, etc.
•Typing skills
PHYSICAL DEMANDS
Stand: Occasionally
Walk: Occasionally
Sit: Constantly
Handling: Frequently
Reach Outward: Occasionally
Reach Above Shoulder: Occasionally
Climb, Crawl, Kneel, Bend: Not Applicable
Lift / Carry: Occasionally – Up to 15 lbs.
Push/Pull: Occasionally – Up to 15 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.
Empowering Population Health Initiatives Since 1969
For over 50 years, Heluna Health has been a leader in population health, enhancing the health, wellness, and resilience of every community we serve. We partner with nonprofits, public health agencies, healthcare systems, and policymakers to eliminate disparities and address social determinants of health. Through innovative services and evidence-based programs, we strengthen health interventions across housing, nutrition, emergency preparedness, and drive systemic change to foster healthier futures for all.
Offices: 13300 Crossroads Parkway North, Suite 450, City of Industry, CA 91746, US · 300 Frank H. Ogawa Plaza, Suite 520, Oakland, CA 94612, US
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