Patient Access Representative III - OC

City of Hope, Inc.; Irvine (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

City of Hope Irvine is seeking an attentive Registration and Scheduling specialist to support patient check-in/check-out, appointment coordination, and billing processes. You will handle pre-registration, insurance verification, and scheduling across multiple hospital departments using EPIC EMR.

The role requires excellent communication, multi‑tasking, and the ability to provide compassionate service to patients and families while maintaining data accuracy and workflow efficiency.

Qualifications

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

Responsibilities

• Register, pre-register, consent and schedule all patient appointment types across clinics and hospital departments.
• Coordinate appointments with other functional areas and maintain accuracy in patient demographics and insurance information.
• Provide excellent customer service to patients and visitors, and resolve issues to support smooth clinic operations.

Education

High School or equivalent

Tools

EPIC EMR

Job description

Join the transformative team at City of Hope Orange County, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life‑threatening illnesses. 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 function plays a critical role on the care team providing patients an excellent, compassionate experience for checking in and out of appointments, coordinating future visits and answering as well as addressing patient needs through inbound calls. This role requires a high level of independent judgement, customer service, communication and multi‑tasking 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. Additional duties include regular communication with physicians, nurses and other care team members as well as departments to create a foster teamwork and seamless clinic operations.

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 schedules 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 patients 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 communicates 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 colleagues, 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 manner, 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 perform duties on a day‑to‑day basis.

Your qualifications should include:

• High School or equivalent.
• Two years related experience registering and scheduling complex patient appointments in a clinic or hospital setting.
• Medical terminology experience required.
• Preferably: Two years front desk oncology practice experience. EPIC electronic medical record experience preferred.

Additional Information:

City of Hope employees’ pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer.

To learn more about our Comprehensive Benefits, please click here.