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PATIENT RELATIONS REPRESENTATIVE/COMMUNITY PROGRAMS

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PATIENT RELATIONS REPRESENTATIVE/COMMUNITY PROGRAMS

Salary

$51,630.72 - $69,585.84 Annually

Location

Los Angeles County, CA

Job Type

Full time

Job Number

Y9197E-EA

Department

HEALTH SERVICES

Opening Date

01/14/2026

+ Description

+ Benefits

+ Questions

Position/Program Information

EXAM NUMBER

Y9197E-EA

TYPE OF RECRUITMENT

OPEN COMPETITIVE - EMERGENCY

APPLICATION DATE

January 15, 2026, at 12:30 p.m., (PT)

This opportunity will remain open until the needs of the services are met and is subject to closure without prior notice.

NO OUT-OF-CLASS EXPERIENCE OR WITHHOLDS ARE ALLOWED FOR THIS EXAMINATION.

The LA County Board of Supervisors recently declared a local state of emergency for homelessness, and the County is working to revise and expand our response to help all who are affected. We are looking for qualified and passionate individuals to help us in the mission of addressing issues like housing, mental health, and substance use. If you are looking for a new career that will directly benefit the population of LA County, this may be the opportunity for you.

Department of Health Services Community Programs - Office of Diversion and Reentry seek qualified candidates to fill emergency Patient Relations Representative vacancies within Health Services Community Programs related to the homelessness crisis.

Under the emergency order, applicants who meet the requirements may be hired for an initial period of up to 90 days, with an opportunity for permanent County employment.

Before your initial work period ends, you will be assessed on your work performance. This assessment will be weighted 100%.

Those who successfully pass the assessment will be considered for permanent appointment as Patient Relations Representative in Health Services Community Programs.

ABOUT LOS ANGELES COUNTY DEPARTMENT OF HEALTH SERVICES:

The Los Angeles County Department of Health Services (DHS) is the second largest municipal health system in the nation. Through its integrated system of 26 health centers and four hospitals - and expanded network of community partner clinics – DHS annually provides direct care for over 600,000 unique patients, employs over 23,000 staff, and has an annual budget of over $8.4 billion. For additional information regarding DHS please visit www.dhs.lacounty.gov .

Through academic affiliations with the University of California, Los Angeles (UCLA), the University of Southern California (USC), and the Charles R. Drew University of Medicine and Sciences (CDU), DHS hospitals are training sites for physicians completing their Graduate Medical Education in nearly every medical specialty and subspecialty. In addition, to its direct clinical services, DHS also runs the Emergency Medical Services (EMS) Agency and the County's 911 emergency response system, as well as the Office of Diversion and Re-entry, each with a critical role in connecting vulnerable populations, including those released from correctional and institutional settings.

MISSION:

To advance the health of our patients and our communities by providing extraordinary care.

DEFINITION:

Performs complex and specialized patient access and patient relations functions and leads lower-level patient resources workers.

CLASS IFICATION STANDARDS

Positions in this class typically report to a Supervising Patient Financial Services Worker I or higher-level supervisor. Incumbents work under general supervision and are assigned to complex and specialized patient relations cases related to primary care linkage, health plan assignment and enrollment, authorization and continuity of care, and other related customer service and operational issues. They serve as resource specialist and may be assigned to multiple areas, including the Emergency Department (ED), Urgent Care or other day-of registration clinics, patient relations, call centers, or insurance authorization units. Positions are assigned to lead lower-level Patient Resources Workers, and may screen, initiate, and refer patients with Medi-Cal linkage to eligibility workers for further processing and determination.

This class is distinguished from other health care classes in that they offer enhanced one-on-one patient services by resolving complex cases following intricate State, Federal, departmental and facility-based policies, procedures, and guidelines related to patient access. Positions require considerable knowledge of the different health insurance coverage types and programs, managed care rules and contracts, and internal policies to determine a patient’s options for accessing services. Incumbents in this class must have expertise in patient scheduling and registration workflows and procedures.

Essential Job Functions

Assesses and resolves complex patient issues related to primary care linkage, eligibility, billing for services, and managed care plan assignment. Research errors and patient issues, and takes proper action to satisfy those needs by responding to member questions.

Assists health care plan members in their interaction with medical care providers, administrative personnel, and third-party payers.

Serves as liaison between patients, medical personnel, managed care plans, independent practice associations, insurance companies, case managers, utilization review personnel, and Medi-Cal eligibility workers.

Listens, identifies, and recommends health options and services to help meet patients’ needs. Obtains demographic, financial and insurance information. Provides forms to patients and completes paperwork for requested services.

Research grievances with hospital administration, physicians, nurses, and other patient support staff; refers inquiries to appropriate department or clinic for response.

Enrolls, dis-enrolls, or transfers members.

Schedules patient visits by determining the appropriate providers and programs for patients. Ensures timely access to services by actively monitoring and coordinating multiple provider schedules and maintaining appointment templates for clinic providers.

Assigns, coordinates, and reviews the work of lower-lever personnel in the unit, ensuring proper work methods are followed. Provides technical assistance and training.

Answers and documents incoming calls from patients or providers or greets walk-in members who have concerns surrounding medical care issues.

Accesses patient information from a variety of medical plan systems and files for reference purposes and uses computer systems to track and document all complaints and outcomes.

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 to patients, refers the patient to member services as needed, and cancels appointments.

Checks-in patient for appointment to explain payment options and obtains signatures and collects and keep records of insurance and patient identification.

Manage/build provider and clinic templates -Design Change Worksheets (specialized work) working alongside clinicians and Cerner to complete the request as assigned.

Applies various rules and regulations of Medicare, Medicaid, Managed Care, and commercial payers regarding referrals, authorizations, and certifications.

Performs general office duties, such as answering multiple lines, making appointment reminders, copying, filing, scanning, and faxing.

Initiates and/or processes applications for a variety of reduced no-cost/low-cost programs, such as Ability to Pay, Ryan White/Casewatch, Family Planning Access Care Treatment (Family PACT) program, Uniform Method of Determining Ability to Pay, and Hospital Presumptive Eligibility.

Prepares daily, weekly, and monthly patient service and activity reports for management’s review.

Requirements

MINIMUM REQUIREMENTS:

Option I: Two (2) years of experience in the service of the County of Los Angeles as a Patient Resources Worker.

Experience must have been gained while holding the payroll title of Patient Resources Worker to receive credit towards meeting the Minimum Requirements.

Option II: Three (3) years of experience in a healthcare setting at the level of Patient Resources Worker which includes identifying patients' financial resources to pay for medical and/or mental health care and services; and assists patients in making assignments for medical benefits and completes standardized billing forms based upon data acquired with responsibility for performing patient access related work in Emergency Department/Urgent Care registration or other walk-in registration, admitting, financial screening and eligibility verification, and scheduling areas.

Patient Access experience includes but is not limited to experience in Patient Access Coverage Verification & Financial Screening, Emergency Department or Urgent Care Registration and Coverage Verification, Patient Relations (including Empanelment/Primary Care Linkage), and Call Center (for patient scheduling of primary care, specialty care, and diagnostic appointments).

LICENSE:

A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.

PHYSICAL CLASS II - Light:

This class includes administrative and clerical positions requiring light physical effort that may include occasional light lifting to a 10-pound limit and some bending, stooping, or squatting. Considerable ambulation may be involved.

Additional Information

OUR ASSESSMENT PROCESS:

Before the end of your initial work period, the appointing department will evaluate your performance. Those who achieve a passing score on this evaluation will be considered for permanent appointment.

ELIGIBILITY INFORMATION:

Please note that ALL information included in the application materials is subject toVERIFICATIONat any point during the examination and hiring process, including after an appointment has been made.FALSIFICATION of any information may result in DISQUALIFICATION.

VACANCY INFORMATION:

The current vacancies are to be filled within Community Program - Office of Diversion and Reentry.

AVAILABLE SHIFT: Appointees may be required to work any shift, including evenings, nights, weekends, and holidays.

APPLICATION & FILING INFORMATION:

Applications must be filed online only.

Many important notifications will be sent electronically to the email address provided on the application, so it is important that you provide a valid email address. Please add the following email addresses to the list of approved senders to prevent email notifications from being filtered as spam/junk/clutter mail.

[email protected]

[email protected]

[email protected]

You can opt out of emails from LA County. If you unsubscribe, you will not receive email notifications for any examination you apply with Los Angeles County.

Regardless of whether you choose to unsubscribe, you can always check for notifications by logging into governmentjobs.com and viewing your profile inbox, which saves a copy of all emailed notices.

Plan to submit your online application in a timely manner, as you may be required to verify your email address. This only needs to be done once per email address, and if you already have a job seeker account on www.governmentjobs.com/careers/lacounty, you can verify at any time by logging in and following the prompts. This will enhance the security of your online application and ensure you do not enter an incorrect email address.

SOCIAL SECURITY NUMBER:

Please include your Social Security Number for record control purposes. Federal law requires that all employed persons have a Social Security Number.

COMPUTER AND INTERNET ACCESS AT PUBLIC LIBRARIES:

For candidates who may not have regular access to a computer or the internet, applications can be completed on computers at public libraries throughout Los Angeles County.

NO SHARING USER ID AND PASSWORD:

All applicants must file their applications online using their own user ID and password. Using a family member or friend's user ID and password may erase a candidate's original application record.

FAIR CHANCE INITIATIVE:

The County of Los Angeles is a Fair Chance employer. Except for a very limited number of positions, you will not be asked to provide information about a conviction history unless you receive a contingent offer of employment. The County will make an individualized assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job and consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s). If asked to provide information about a conviction history, any convictions or court records exempted by a valid court order do not have to be disclosed.

ANTI-RACISM, DIVERSITY, AND INCLUSION (ARDI):

The County of Los Angeles recognizes and affirms that all people are created equal and are entitled to all rights afforded by the Constitution of the United States. The Department of Human Resources is committed to promoting Anti-racism, Diversity, and Inclusion efforts to address the inequalities and disparities amongst races. We support the ARDI Strategic Plan and its goals by improving equality, diversity, and inclusion in recruitment, selection, and employment practices.

DEPARTMENT CONTACT:

Yolanda Ramos

[email protected]

(213) 288-7000

ADA COORDINATOR PHONE: (323) 914-7111

TELETYPE PHONE:(800) 899-4099

CALIFORNIA RELAY SERVICES PHONE: (800) 735-2922

COUNTY OF LOS ANGELES

Employment Information

Any language contained in the job posting supersedes any language contained below.

This document is intended to provide general information about the recruitment process of the County of Los Angeles. Applicants with questions about a specific job posting should contact the exam analyst listed on the posting.

Equal Employment Opportunity/Non-Discrimination Statement:

The County of Los Angeles is an Equal Employment Opportunity Employer and is committed to non-discrimination in the County workforce, regardless of age (40 and over); ancestry; color; ethnicity; religious creed; protected family or medical leave status; disability; marital status; medical condition; genetic information; military and veteran status; national origin; race ; sex; gender; sexual orientation; or any other characteristic protected by State or federal law. For more information, please visit:https://employee.hr.lacounty.gov/eeo-programs/.

Testing Accommodations for Applicants:

The County of Los Angeles complies with all federal and state disability laws and makes reasonable accommodations for qualified applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application process, please contact the testing accommodation coordinator listed on the job posting. Hearing impaired applicants with telephone teletype equipment may leave messages by calling the teletype phone number on the job posting. For more information on accommodations, please visit: https://hr.lacounty.gov/accessibility/.

Fair Chance:

The County of Los Angeles is a Fair Chance employer. Except as otherwise permissible under applicable laws, you will not be asked to provide information about conviction history unless you receive a conditional offer of employment. The County will make an individualized assessment of whether your conviction history has a direct and adverse relationship with the specific duties of the job, and will also consider potential mitigating factors, which may include, but is not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s). If asked to provide information about conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed. Qualified applicants with arrest or conviction records will be considered for employment in accordance with County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).

Employment Eligibility:

Final appointment is contingent upon verification of U.S. citizenship or the right to work in the United States.

Career PathFinder:

Resources to help current and prospective employees plan a career with Los Angeles County are available. To explore career paths to and from nearly all job titles, please visit our interactive Career PathFinder application athttp://career-pathfinder.hr.lacounty.gov.

Veteran’s Credit:

Pursuant to the County Charter and County policy, in all open competitive examinations (i.e., examinations open to everyone), the County of Los Angeles will add a credit of 10 percent of the total credits specified for such examination to the final passing score of an honorably discharged veteran, as well as the spouse of a deceased or disabled veteran, who served in the Armed Forces of the United States under specific conditions.

For more information on veteran’s credit, please visit:https://file.lacounty.gov/SDSInter/dhr/205102\_PPG\_115.pdf

Revised September 2025

For detailed information, please clickhere (http://hr.lacounty.gov/benefits/)

01

This Supplemental Questionnaire (SQ) is to be completed by all applicants for this examination. The information you provide on your application and on this Supplemental Questionnaire will be evaluated and used to determine your eligibility to participate in the next phase of the examination process. CHECK YOUR ANSWERS CAREFULLY. Please read each question carefully and be as specific as possible when answering by including all the information requested; please do not COPY AND PASTE all your Duties from your resume, and/or from the Class Specifications. In doing so, your application will be rejected as INCOMPLETE. It is the applicant's sole responsibility to complete this questionnaire completely, correctly, and accurately. Comments such as "SEE RESUME" will not be considered a valid response, therefore, using such statements will also result in your application being rejected as INCOMPLETE. You certify that the information provided is accurate, and you are aware that the information on the Supplemental Questionnaire is subject to verification at any time during the examination and hiring process. You also understand that any false statements may result in disqualification or dismissal. I understand the above information and instructions.

+ Yes

+ No

02

This position works directly with individuals experiencing homelessness.

+ "I understand and am willing to perform all necessary work duties."

03

Do you have Two (2) years of experience as a Patient Resources Worker?

+ Yes

+ No

04

If you answered yes to question 3, please describe your experience as a Patient Resources Worker. Describe all relevant experience. NOTE: For each experience, please indicate the following information: a) Name and Address of Employer b) Position/Title held c) Date From: (MM/DD/YYYY) Date To: (MM/DD/YYYY) (when you actually performed these duties) d) Hours Worked per Week e) Detailed description of your experience. If you do not have such experience, indicate "No Experience"

05

Please describe your experience in a healthcare setting at the level of Patient Resources Worker which includes identifying patients' financial resources to pay for medical and/or mental health care and services; and assists patients in making assignments for medical benefits and completes standardized billing forms based upon data acquired with responsibility for performing patient access related work in Emergency Department/Urgent Care registration or other walk-in registration, admitting, financial screening and eligibility verification, and scheduling areas. Patient Access experience includes but is not limited to experience in Patient Access Coverage Verification & Financial Screening, Emergency Department or Urgent Care Registration and Coverage Verification, Patient Relations (including Empanelment/Primary Care Linkage), and Call Center (for patient scheduling of primary care, specialty care, and diagnostic appointments). Please include the following information: Name and Address of Employer: Position Title Held: Name and Contact Information of Supervisor: Date(s) related to the above experience: Date From (MM/DD/YYYY), – Date To (MM/DD/YYYY) Hours Worked per Week: Description of Experience: If you have no experience in an area of responsibility, indicate "N/A." Comments such as "see resume" will not be considered as a response. Failure to provide ALL the requested information above may result in disqualification of your application. REPEAT FORMAT FOR EACH EMPLOYER in which you gained this experience.

Required Question

Employer

County of Los Angeles

Address

**************

Los Angeles, California, 90010

Website

http://hr.lacounty.gov

Please verify your email addressVerify Email