Patient Access Representative III - MC Campus Scheduling

City of Hope; California, Duarte (MO, CA); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a transformative organization dedicated to changing lives in the fight against cancer and other life-threatening illnesses. As a Patient Access Representative III, you will play a crucial role in ensuring an exceptional patient experience by managing complex appointment scheduling and providing high-quality customer service. This position requires independent judgment and effective communication skills, as you will coordinate with multiple departments and assist patients throughout their care journey. Be a part of a compassionate team focused on delivering the cures of tomorrow to those in need today.

Qualifications

• 2+ years of experience in patient registration and scheduling in clinical settings.
• Knowledge of medical terminology and front desk operations.

Responsibilities

• Manage patient check-in/out, appointment scheduling, and insurance verification.
• Provide high-quality customer service and maintain data accuracy.

Skills

Patient registration

Scheduling appointments

Customer service

Medical terminology

Multi-tasking

Education

High School diploma or equivalent

Tools

EPIC electronic medical record

Job description

Join the transformative team at City of Hope

Be part of an organization dedicated to changing lives and making a difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope's expanding 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.

Role Overview

This role is responsible for the check-in and check-out of patients on behalf of medical group physicians and other licensed providers. It requires a high level of independent judgment to coordinate patient appointment scheduling across multiple hospital departments. The individual will utilize telecommunications and computer systems to create accounts, verify information and insurance, collect co-pays, and manage complex appointments. The Patient Access Representative III is a highly independent and flexible resource focusing on system-specific service lines aligned with the patient experience initiative. The role involves multi-tasking across different patient care areas to ensure an exceptional patient experience and adherence to quality standards. Additional duties include physician-to-patient communication and serving as an information resource.

Key Responsibilities

1. Registration and Scheduling
   • Understand the patient registration and scheduling process in both paper and electronic environments. Register, pre-register, consent, and schedule all patient appointment types across clinics, ancillary areas, and hospitals. Create and link pre-registration records, coordinate appointments with other departments, and maintain accuracy and quality standards. Ensure data accuracy for demographic and insurance information. Complete legal documents, scan related documents, and perform cash collection, patient pricing estimates, and ETC admissions.
   • Review account documentation to meet financial protocols, verify insurance eligibility, confirm authorizations, and escalate unsecure accounts. Provide patients with itineraries, notices, and instructions for tests and procedures. Seek Financial Counselor assistance when needed to maintain patient flow and financial clearance. Educate patients about Financial Assistance policies and applications. Screen tests for Medicare coverage eligibility.
   • Ensure correct encounter types are linked to appointments, request authorizations, and send diagnostic test orders with proper documentation.
2. Customer Service
   • Provide high-quality customer service by greeting patients, serving as a resource, and building effective relationships with patients, visitors, colleagues, physicians, and staff. Demonstrate genuine interest, excellent communication, politeness, patience, and composure under pressure.
   • Manage multiple priorities effectively, respond professionally to difficult situations, recognize high-priority issues, and communicate with departments to resolve issues impacting patient care, escalating when necessary.
3. Quality Assurance
   • Maintain productivity and accuracy according to departmental standards. Keep thorough knowledge of policies, procedures, and standard work to perform duties effectively daily.

Qualifications

Required:

• High School diploma or equivalent
• At least two years of experience registering and scheduling complex patient appointments in a clinical or hospital setting
• Experience with medical terminology

Preferred:

• Two years of front desk oncology practice experience
• EPIC electronic medical record experience

Additional information about pay, equal opportunity employment, and benefits is available on our website. There are two positions available, and this role is covered by a collective bargaining agreement.