Senior Community Health Worker - Call Center Agent
Company: Heluna Health
Location: Monterey Park
Posted on: April 2, 2026
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Job Description:
Salary Range: $23.00-$28.62 hourly Summary Ambulatory Care
Network (ACN) is a department within Health Services
Administration, a division under the Los Angeles County Department
of Health Services (DHS). ACN was created to align and simplify
patient access services, while leveraging technology and
operational efficiencies and expertise. The LA Health Portal
Contact Center works to outreach to patients to enroll in the LA
Health Portal (patient portal) and outreach to patients to improve
their health metrics. This position is to assist with enrolling
patients in the LA Health Portal (Patient Portal) across DHS and
outreaching and scheduling patients for quality metrics (example:
flu vaccine). Description The position of Senior, Community Health
Worker, acts as a liaison in linking patients to the LA Health
Portal (patient portal) and primary care services (example:
schedule a flu shot) in a contact center environment by processing
referrals and scheduling appointments to any LAC-DHS 4
hospital-based clinics or 18 ambulatory care centers. Qualified
individuals will use several technological platforms including:
ORCHID electronic health record Call Center platform (Telax)
Bidirectional texting platform (Artera) Cherwell – email
bidirectional messaging DHS and other related websites to assist in
determining insurance coverage This high volume and fast-paced
contact center interact with patients inbound and outbound phone
calls while using sophisticated call center software and providing
a high level of customer service. It assists patient/significant
others in obtaining and securing language access services to meet
cultural and linguistic needs. Obtains demographic information to
assure proper identification of caller, adhere to HIPAA and patient
confidentiality requirements. May act as the patients’ first point
of contact with LA County Health Services. Essential Areas of
Responsibilities LAHP Call Center: Make and receive phone calls and
text messages in designated applications to assist patients to
enroll in and use the LA Health Portal. Assists patients and
families remotely to enroll via email invitation or self-
enrollment, download the Patient Portal app on patient’s
smartphone, sign into the app, and teach patients and families to
use features of the Patient Portal (view labs, notes, message
doctor, renew prescriptions, join video visit, etc.). Patient
Access: Answer phones; Perform appointment making processes;
complete accurate patient scheduling and registration, such as
verification of patient demographics and pay or coverage. Operating
Systems: Ability to use several technological platforms
simultaneously assuring proper understanding of scheduling Customer
Service: Adhere to LAC-DHS behavior & appearance standards;
Demonstrate strong customer service and communication skills; Treat
patients with courtesy and respect; Adhere to HIPAA and patient
confidentiality Call Center Agent Duties and Responsibilities LA
Health Portal: Interacts with patients over the phone to enroll
patients in the patient portal using a high level of customer
service and cultural competency. Meet team enrollment goals Goal:
50 enrollments per week 10 total enrollments and/or appointments
made per day when working on enrollments and quality improvement
campaigns simultaneously. Determines when language interpretation
is needed and utilizes interpreter services when necessary, to
ensure language access standards are met. Assists patients and
families to enroll in the Patient Portal (via email invitation or
self-enrollment). Provides technical assistance to patients
experiencing 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 selected patient
Updates navigation log daily. Inbound calls via Telax Bidirectional
text messages via LA Health Link If unable to fill out logs by end
of day email supervisor to notify. Updates personal outlook
calendar with daily activities and assignments: Share calendar with
program supervisor, and Communicate issues that may happen with
manager. Meets with supervisor on a weekly or bi-weekly basis to
discuss program development and support. Reports all technical
issues experienced for examination and resolution to team chat and
IT solutions when needed. 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 Participate in special projects as needed and
perform other duties as Referrals and Appointments Processes
referrals and schedules appointments to any LAC-DHS 4 hospital-
based clinics or 25 ambulatory care centers. Supports flu vaccines
scheduling and other primary care quality improvement goals by
educating and informing patients of services and scheduling
patients for clinic appointments. Communicates and implements
patient campaigns via phone, bidirectional texting, or other
channels to inform patients of primary care updates and engage them
in preventive care measures. JOB QUALIFICATIONS Bachelor’s Degree
preferred but not required Customer Service experience preferred.
Excellent verbal communication, and the ability to convey important
information clearly and effectively Education/Experience Bachelor’s
Degree preferred but not required 1 year of experience in related
field preferred 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. Bilingual in Spanish and English preferred but not required
Excellent delegator and mediator People person, able to provide
excellent customer service Quick decision-making and
problem-solving abilities Excellent time management Responsible,
goal oriented and organized Strong attention to detail and able to
multitask Confident, proactive, and willing to take on workplace
challenges Strong listening skills and receptive to feedback Works
to positively motivate others PHYSICAL DEMANDS Stand: Frequently
Walk: Frequently Sit: Frequently Handling / Fingerin g:
Occasionally Reach Outward: Occasionally Reach Above Shoulder:
Occasionally Climb, Crawl, Kneel, Bend: Occasionally Lift / Carry:
Occasionally - Up to 25 lbs Push/Pull: Occasionally - Up to 25 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.
Keywords: Heluna Health, Vista , Senior Community Health Worker - Call Center Agent, Customer Service & Call Center , Monterey Park, California
