Patient Experience Liaison I/II

THE POSITION The Patient Experience Liaison serves as a key connection between patients, visitors, hospital staff, security personnel, and outpatient departments to support efficient patient flow, timely communication, and a positive patient experience. The Patient Experience Liaison supports lobby information services and patient check-in kiosks, providing directions and assistance, addressing patient and visitor concerns, coordinating safety and security matters, and managing the hospital subpoena intake process.

The position also supports patient access and operational activities, including registration accuracy reviews, denial management, patient experience rounding, daily census reviews, and monitoring delays affecting patient throughput to help ensure timely and coordinated care. IDEAL CANDIDATE The ideal candidate will have strong customer service and communication skills, with the ability to coordinate effectively with patients, visitors, hospital staff, security personnel, and outpatient departments in a fast-paced hospital environment.

They will demonstrate sound judgment, professionalism, empathy, and attention to detail while managing competing priorities, addressing patient concerns, supporting patient flow, and resolving operational issues to promote a safe, organized, and positive patient experience. PAYROLL TITLES and APPROXIMATE SALARIES Medical Office Assistant I - $23.00 - $30.50 per hour Medical Office Assistant II - $24.03 - $33.60 per hour WHAT WE OFFER The County of Ventura offers an attractive compensation and benefits package.

In addition to the annual salary an employee within these positions may also be eligible for the following: Bilingual Incentive - Incumbents may be eligible for bilingual incentive depending upon operational needs and certification of skill. Educational Incentive - Incumbents may also be eligible for an educational incentive of 2.5% for completion of an associate degree, 3.5% for completion of a bachelor’s degree, or 5% for completion of a graduate degree for educational attainments not specifically required by the position.

Deferred Compensation - Eligible to participate in the County's 401(k) Shared Savings Plan and/or the Section 457 Plan. Health Plans - Full-time employees are afforded a flexible credit allowance for purchasing medical, dental, and/or vision insurance from a group of authorized plans. Flexible Spending Accounts - Choice of participation in the Flexible Spending Accounts which increase spending power through reimbursement of pre-tax dollars for IRS approved dependent care and health care expenses.

Pension Plan - Both the County and employees contribute to the County's Retirement Plan and to Social Security. If eligible, reciprocity may be established with other public retirement systems, such as PERS. Holidays - 13 paid days per year which includes a scheduled floating holiday.

VETERAN’S POINTS: This is a trainee/entry level classification (Level I/II), and Veteran’s Points may apply to eligible candidates. Documentation of military service (DD-214) must be submitted prior to close of recruitment in order to receive points. AGENCY/DEPARTMENT: Health Care Agency – Ventura County Medical Center (VCMC) Medical Office Assistant I/II are represented by the Services Employees International Union (SEIU) and are eligible for overtime compensation.

The eligible list established from this recruitment will be used to fill current and future Regular (including Temporary and Fixed-term), Intermittent, and Extra-help vacancies for this or similar positions only. There is currently one (1) Regular vacancy. NOTE: If appointed at the lower level, incumbent may be promoted to the higher level without further examination upon meeting the minimum requirements, demonstrating satisfactory performance, and in accordance with the business needs of the department.

TENTATIVE SCHEDULE OPENING DATE: November 3, 2026 CLOSING DATE: November 10, 2026 at 5:00 p.m. Duties may include but are not limited to the following: Serves as the primary point of contact and liaison between the lobby information desk, lobby desk security, admitting staff, and outpatient departments to facilitate seamless communication and coordination; Oversees the operation of the QLess kiosk and lab kiosk to ensure smooth patient check-in, registration, and new user profile creation; Receives and coordinates patients, vendors, law enforcement, and other visitors in accordance with hospital policy; Ensures a safe environment for patients and visitors by promptly and effectively informing security personnel of any safety concerns or incidents within the lobby area; Manages patient flow by guiding patients to their designated outpatient procedures and departments, ensuring they arrive on time and are well-informed throughout their visit; Elevates the patient experience by demonstrating empathy, professionalism, and responsiveness, addressing patient questions and concerns with patience and compassion; Maintains a clean, organized, and welcoming lobby environment by ensuring restrooms and common areas are kept clean and organized; Ensures informational material and signage are current and accessible; Supports the hospital subpoena intake process by managing undeliverable subpoenas, directing subpoenas to their appropriate departments, and working with process server companies to ensure compliance with the County’s rules and regulations; Coordinates communication between the House Supervisor and Auxiliary Director to address challenges related to patient visitation policies; Addresses and documents patient and visitor concerns, resolves complaints when possible, and escalates issues to appropriate staff for follow-up and resolution; Assists with Registration Accuracy Reviews and Patient Access Denial Management; Assists with patient experience rounding for patients awaiting inpatient admission in the Emergency Department, helping identify and address concerns related to wait times; Assists with IP and ED daily Census reviews; Proactively communicates with outpatient departments and admitting to identify and report any delays or issues impacting patient throughput, enabling timely resolution and minimizing patient wait times; and Performs other related duties as required.

EDUCATION, TRAINING, and EXPERIENCE Medical Office Assistant I : Some clerical experience in a medical service delivery area which has led to the acquisition of the required knowledge, skills, and abilities. The required knowledge, skills, and abilities also can be obtained by: Six (6) months of paid and/or volunteer clerical experience in a medical or mental health service delivery office environment in a job that required knowledge and use of medical terminology and procedures OR A certificate from an approved medical assistant training program (Watterson, Bryman, Adult Education, Center for Employment Training, Ventura College, Oxnard College, etc.).

The certificate must be provided to the appointing authority at the time of appointment Medical Office Assistant II : Considerable clerical experience in a medical service delivery area which has led to the acquisition of the required knowledge, skills, and abilities. The required knowledge, skills, and abilities also can be obtained by: One (1) year of clerical experience and/or training in clerical occupational fields which included six (6) months of experience in a medical or mental health office environment that required knowledge and use of medical terminology and procedures NECESSARY SPECIAL REQUIREMENTS Considerable experience in a fast-paced, high volume customer service environment Must be willing and able to work early mornings, night shifts, and weekends when needed Must be willing and able to work at the Santa Paula Hospital, on occasion DESIRED Experience with the registration of patrons, customers, clients, or guests KNOWLEDGE, SKILLS, and ABILITIES Working (Level I) to considerable (Level II) knowledge of: customer service principles and practices for assisting patients, visitors, vendors, and other members of the public in a hospital setting; the operations, procedures, and practices used in support of a hospital; office procedures and practices related to document handling, recordkeeping, data entry, and information management; correct English usage, spelling, grammar, and punctuation; strong interpersonal skills; strong verbal communication skills; procedures for receiving, routing, and tracking subpoenas and other legal documents; and patient registration, patient access, admission processes, and hospital census procedures.

Working (Level I) or considerable (Level II) skill in: providing courteous, professional, and empathetic customer service to individuals from diverse backgrounds; using computer applications, electronic kiosks, and other automated systems to support patient check-in, registration, and information management; and maintaining accurate records. Working (Level I) to considerable (Level II) ability to: perform and coordinate moderately difficult and responsible clerical work with little or no direct supervision; extract information from a variety of sources; operate a variety of automated office equipment; accurately perform and proof the transfer of information from one document to another, comparing the data from two or more sources for accuracy and completeness; interpret and follow established policies, procedures, and regulatory requirements; understand, follow, and convey written and verbal information/instructions; and establish and maintain cooperative working relationships.

Working Conditions : This position involves heavy public contact in a hospital environment and will require walking and standing for up to 50% of a shift. FINAL FILING DATE: Applications must be received by County of Ventura Human Resources in Ventura, California, no later than 5:00 p.m. on Tuesday, November 10, 2026. To apply on-line, please refer to our web site at www.venturacounty.gov/jobs .

If you prefer to fill out a paper application form, please call (805) 654-5129 for application materials and submit them to County of Ventura Human Resources, 800 South Victoria Avenue, L-1970, Ventura, CA 93009. LATERAL TRANSFER OPTION: If presently permanently employed in another "merit" or "civil service" public agency/entity in the same or substantively similar position as is advertised, and if appointed to that position by successful performance in a "merit" or "civil service" style examination, then appointment by "Lateral Transfer" may be possible.

If interested, please click here for additional information. Note to Applicants: It is essential that you complete all sections of your application and supplemental questionnaire thoroughly and accurately to demonstrate your qualifications. A resume and/or other related documents may be attached to supplement the information in your application and supplemental questionnaire; however, it/they may not be submitted in lieu of the application.

SUPPLEMENTAL QUESTIONNAIRE – Qualifying: All applicants are required to complete and submit the questionnaire for this exam at the time of filing. The supplemental questionnaire may be used throughout the exam process to assist in determining each applicant's qualifications and acceptability for the position. Failure to complete and submit the questionnaire may result in the application being removed from consideration.

APPLICATION EVALUATION – Qualifying: All applications will be reviewed to determine whether the stated requirements are met. Those individuals meeting the stated requirements will be invited to the written examination. WRITTEN EXAMINATION -100%: A job-related written examination will be administered to test candidates' knowledge of office practices, reading comprehension, comparisons, vocabulary, spelling, math, filing, and medical terminology.

Candidates must earn a score of seventy percent (70%) or higher to qualify for placement on the eligible list. Candidates successfully completing the examination process may be placed on an eligible list for a period of one (1) year. BACKGROUND INVESTIGATION: A thorough pre-employment, post offer background investigation which may include inquiry into past employment, education, and driving record may be required for this position.

For further information about this recruitment, please contact Maritza David by e-mail at Maritza. David@venturacounty.gov or by telephone at (805) 677-5162. EQUAL EMPLOYMENT OPPORTUNITY: The County of Ventura is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.