Patient Access Representative III (Research Patient Access)

About City of Hope

City of Hope's mission is to deliver the cures of tomorrow to the people who need them today. Founded in 1913, City of Hope has grown into one of the largest cancer research and treatment organizations in the U.S. and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center at its core, City of Hope brings a uniquely integrated model to patients spanning cancer care, research and development, academics and training, and innovation initiatives. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. City of Hope’s affiliated group of organizations includes Translational Genomics Research Institute and AccessHopeTM. For more information about City of Hope, follow us on Facebook, Twitter, YouTube, Instagram and LinkedIn.

City of Hope’s commitment to Diversity, Equity and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities. Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work - and that our teams align with the people we serve in order to build trust and understanding. We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.

Position Summary

The Patient Access Representative III is responsible for the check-in and check-out of patients on behalf of medical group physicians and other licensed providers. This role requires a high level of independent judgement in order to successfully coordinate the scheduling of patient appointments across multiple hospital departments. This individual is expected to utilize telecommunications and computer information systems to create accounts, verify information and insurance, collect co-pays, schedule and re-schedule complex appointments. The Patient Access Representative III is best defined as a highly independent and flexible resource that focuses on system-specific service lines that are in alignment with the patient experience initiative. Furthermore, this role must multi-task between different patient care areas to ensure an extraordinary patient experience and that quality standards are met. Additional duties include, but are not limited to: physician to patient communication and serving as an information resource.

Key Responsibilities include:

Registration and Scheduling

• Demonstrates an in-depth understanding of the flow of the patient registration and scheduling process within the paper and electronic environments. Registers, pre-registers, consents and schedule all patient appointment types, across the clinics, ancillary areas and hospital. Creates pre-registration record and links pre-registration record to scheduled appointments. Proactively coordinates appointments with other functional areas. Maintains department productivity, accuracy, and quality assurance standards while performing these duties. Ensures data is entered accurately for all patient demographic and insurance information. Completes all required legal documents, and obtains and scans all other related documents. Performs cash collection functions, patient pricing estimates, ETC admission.
• Ensures that financial protocols and requirements are met while providing access to service at COH facilities by reviewing account documentation. Maintains and applies current knowledge of insurance requirements when verifying eligibility and confirms authorization is secured prior to forwarding patients to service delivery areas; escalates unsecure financial accounts to management. Provides patient with itineraries, advance beneficiary notice and written instructions for tests and procedures as applicable. Seeks assistance from Financial Counselors when needed to maintain patient flow while resolving financial issues and ensuring financial clearance of account. Provides information and assistance to patients to ensure they understand the Financial Assistance policy and application process. Provides Financial Assistance applications to all uninsured patients. Screens ordered tests and communicate to physician and/or ABN Specialist those tests and/or diagnoses that do not meet criteria to be covered by Medicare
• Assures that the correct pre-registration visit encounter type is linked to the scheduled appointment. Creates a request for authorization of service if applicable. Sends orders for diagnostic tests to appropriate department. Assures that documentation indicating the date of service and the visit number accompanies the orders for diagnostic testing.

Customer Service

• Ensure a high level of customer service by greeting, being a resource to patients and visitors. Serve as a liaison between patients and support staff. Develop effective relationships with colleague, physicians, providers, leaders and other employees across the organization. Demonstrates genuine interest in helping our patients, providers and other employees by using excellent communication skills, being polite, friendly, patient and calm under pressure.
• Managing multiple, changing priorities in an effective and organized manger, under stressful demand while maintaining exceptional service. Maintain composure when dealing with difficult situations and responding professionally. Independently recognize a high priority situation, taking appropriate and immediate action. Effectively communicates with service delivery and other departments to resolve issues that impact patient care and escalating issues that cannot be resolved in accordance with departmental guidelines.

Quality Assurance

• Maintains appropriate level of productivity and accuracy for work performed based on department standards. Maintains thorough knowledge of policies, procedures, and standard work within the department in order to successfully performance duties on a day-to-day basis.

Miscellaneous Duties

• Performs other departmental duties as assigned, such as answering and making phone calls, managing incoming/outgoing faxes, organizing and filing departmental documents, inventorying supplies, data entry, etc.

Basic education, experience and skills required for consideration:

• High School or equivalent.
• Two years related experience registering and scheduling complex patient appointments in a clinic or hospital setting.
• Medical terminology experience required.

Preferred education experience and skills:

• At least two years front desk oncology practice experience.
• EPIC electronic medical record experience preferred.

Additional Information:

The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.

• As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.
• This position is represented by a collective bargaining agreement.

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.