Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses.
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.
Our dedicated and compassionate employees are driven by a common mission : To deliver the cures of tomorrow to the people who need them today.
This role is responsible for supporting staff via on-site training, quality monitoring, feedback, and acting as a staff resource.
As needed, fills in for absent team members (scheduled and unscheduled absences).Acts as liaison for patient access team members in the absence of patient access leadership.
Attends and participates in workgroups, committees, special projects, and other meetings as required. Oversees ordering of supplies, running reports, and maintains equipment in a resourceful manner.
Responds positively to change and demonstrates the ability to be flexible in the work environment, including changes in job functions, volumes, and work hours.
Takes the initiative to learn new skills, willing to participate and share expertise.Demonstrates the ability and responsibility to handle any job responsibility of frontline staff.
Conducts education of employees and new hire employee training under the direction of a supervisor or manager.Makes decisions based on policy and works with co-workers / team members.
Is available to filter and assist with escalations and has the ability and responsibility to handle audits and review access problems.
Researches potential solutions and suggests procedural changes to prevent problems from occurring in the future.
As a successful candidate, you will :
Team Lead
- Oversees the daily activities of a specific patient access area, including call center, scheduling, registration, admitting, patient referral services, financial counseling, or financial clearance.
- Providing staff oversight, on-site training,and ongoing feedback and coaching.Assist with creating staff schedules, lunch break coverage and on-call staffing as needed.
Coordinates communication with Supervisor / Manager with staff status and call out procedures.
Assist with maintaining and monitoring Service Levels and departmental standards by facilitating workload of staff, staff schedules, and departmental metrics.
Can assist leadership with creating / updating staff schedules, lunch schedules, and WFH rotation schedules if requested.
- Assists supervisor / manager to ensure personnel and department policies / procedures are being followed.Reviews and recommends updates to SOPs based on changes and or refinement of processes
- Responsible for onboarding and training new hires and assisting in the education of existing employees under the direction of a supervisor or manager.
- Acts as liaison for patient access team members in the absence of Patient Access leadership. Attends and participates in workgroups, committees, special projects, and team meetings as required.
- Has the knowledge and personal responsibility to handle audits and review access problems, research potential solutions, and suggest procedural changes to prevent the problem in the future when applicable.
- Opens / create appropriate IT Tickets when internal issues or system failures arise and updates team of current departmental concerns / status.
Communicates with appropriate leadership to escalate / resolve issues.
- Responsible for monitoring / delegating follow-up or additional tasks.
- Primary contact for 1st level escalations as defined by department leadership.
Frontline Duties
Demonstrates an in-depth understanding of frontline duties, standard work, and workflows related to pre-registration, registration, scheduling, admitting, financial clearance, or a call center environment the ability to provide daily frontline coverage and exceed the job expectations of specific assigned functional area.
Customer Service
Ensure a high level of customer service in interactions with patients and others supporting patients, acts as a resource to patients and visitors.
Serve as a liaison between patients and support staff. Develop effective relationships with colleagues, physicians, providers, leaders, and other employees across the organization.
Demonstrates a genuine interest in helping our patients, providers, and other employees by using excellent communication skills, being polite, friendly, patient, and calm under pressure.
Maintain composure when dealing with difficult situations and responding professionally. Independently recognize a high priority situation / s, taking appropriate and immediate action.
Effectively communicates with clinical areas and other departments to resolve issues that impact patient care and escalating issues that cannot be resolved in accordance with departmental guidelines.
Is a team player and is professional when implementing changes within the department / organization.
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 to successfully perform duties on a day-to-day basis.
Qualifications
Your qualifications should include :
- High School or equivalent.
- At least 3 years front or back office experience in a clinic or hospital setting, or combination of 3 or more years of experience in a large medical practice or call center.
- Preferably : Medical terminology and electronic medical record experience.3 or more years of experience in supporting an oncology practice experience to include registration and scheduling or referrals and authorizations or a combination of the two equaling 3 years.
City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.
To learn more about our Comprehensive Benefits, please CLICK HERE.
Additional Information :
- This position is represented by a collective bargaining agreement.
Patient Access Coordinator
Key Responsibilities:Answer a high volume of calls and schedule appointments for multiple clinical sitesGather and input patient demographic and insurance information into the practice management systemDocument call activity and assist callers in navigating to appropriate resourcesRequired Qualifica...
Clinical Patient Access Rep - Patient Access Contact Center (Full-Time, 8 Hour, Day Shift) - Remote Eligible
The Clinical Patient Access Representative is the primary clinical point of contact for patients accessing Cedars-Sinai Health System for appointments and care related questions. The Clinical Patient Access Representative answers phone calls for both primary care and assigned specialties within the ...
New Patient Coordinator - Scheduling Coordinator
Your day as a New Patient Coordinator - Scheduling Coordinator starts with reviewing patient inquiries and outreach, ensuring no one falls through the cracks. New Patient Coordinator - Scheduling Coordinator. THE INS AND OUTS OF BECOMING OUR NEW PATIENT COORDINATOR - SCHEDULING COORDINATOR. Througho...
Patient Services Specialist
Covenant Physician Partners is hiring a Fulltime Patient Services Specialist to join our team at The De La Pena Eye Clinic located in Montebello, CA. Over the past four decades DLP Eye Clinic has treated more than 400,000 patients!. A patient’s first impression is made long before they walk through ...
Staff Analyst, Health - Office of Patient Access
This position will assist in research and analysis and make recommendations regarding the use and deployment of resources and the implementation and refinement of operations and programs having department-wide impact within the Department of Health Services and communities served for language access...
Patient Access Representative
As a Patient Access Representative, you will be responsible for registering patients in a professional and courteous manner. Patient Access Representative. We are seeking an experienced and detail-oriented Patient Access Representative. Position: Patient Access Representative. ...
Medical Assistant (MA II) ?Patient Services
The Medical Assistant I, the Certified Medical Assistant I, and the Registered Medical Assistant I will provide supportive patient care functions for an assigned clinical area, under the supervision of a Physician, Registered Nurse or Licensed Vocational Nurse, ensuring the safety and comfort of pat...
Patient Access Representative II - FT Days
The Patient Access Rep II is responsible for gathering data to ensure accurate demographics and insurance information for the patient’s financial record. This position serves as the primary administrative interface for patients, physician offices and various departments for scheduling, pre registrat...
Psychiatry Regional Patient Access Manager, Southern CA
Works cross-functionally with field sales leadership, specifically Regional Sales Managers (RSM), Account Specialists, national account directors (NAD), network pharmacies, and home office colleagues within market access and other related functional departments, such as commercial analytics and oper...
Psychiatric Services RN LPS Liaison - Patient Flow Coordinator FT Nights
Over the past 129 years, we’ve grown from a small 16-bed hospital to a nationally recognized healthcare leader with 619 beds. As part of our commitment to providing equitable, high-quality care to all members of our community, we embrace differences and work hard to create a place of belonging for o...