Patient Office Representative II - Antelope Valley

City of Hope; Lancaster (CA); On-site; USD 42,000 - 62,000; Full time

Job summary

City of Hope is seeking a Patient Office Representative II to support front desk operations, check-in/check-out patients, verify demographics and insurance, and collect co-pays in a fast-paced clinical setting. You will schedule appointments, coordinate referrals, assist with telehealth, and act as liaison between patients, physicians, and staff while maintaining EPIC EMR records.

Strong customer service, two years front office experience in a medical clinic, and knowledge of medical terminology

Qualifications

• Two years of medical front office in a clinic or hospital setting.
• Medical Terminology experience required.
• Preferred: EPIC EMR.

Responsibilities

• Check-in/check-out patients and verify information and insurance as needed.
• Collect copays, reconcile payments, and prepare weekly deposits.
• Schedule appointments and coordinate referrals and telehealth.
• Maintain patient demographics and insurance data in the EMR.
• Serve as liaison between patients, physicians, providers, and staff.

Skills

Customer service

Scheduling

Communication

Insurance verification

Billing

Education

High school diploma or equivalent

Medical Terminology knowledge

Tools

EPIC EMR

Job description

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 the check-in and check- out of patients on behalf of the department as well as other tasks in support of patient care activities, including utilizing telecommunications and computer information systems to create accounts, verify information and insurance, collect co-pays, schedule, and re-schedule complex appointments. This role requires independent judgement to successfully coordinate the scheduling and care of patients across multiple departments in alignment with patient experience initiatives. This position functions as an interface and information resource for patients, physicians, and staff. The Patient Office Representative II is patient oriented and performs a variety of clerical and administrative duties in support of the clinical teams. This position also performs other front office duties as required in a fast-paced clinical environment.

As a successful candidate, you will:

Customer Service:

• Receives and greets patients in a friendly manner.
• Promptly answers the telephone, direct calls, takes messages and responds to routine questions.
• Interacts with patients, family members and the public courteously and according to established standards.
• Maintain a positive image and deliver high customer service to patients, families, the general public, and all other City of Hope employees.
• Serve as a liaison between patients and support staff. Develop effective relationships with colleagues, physicians, providers, leaders, and other employees across the organization.
• Provide service recovery as needed, escalating complicated issues to a supervisor.
• Proactively coordinates appointments with other functional areas

Registration:

• Check-in patients for appointments and troubleshoot patient information issues as needed.
• Collect copays, properly reconciles payments, and prepare weekly deposits.
• Performs insurance verification functions and link authorizations to visits, tests, or procedures including enrolling patients in EPIC patient portal and taking patient photos for identification purposes within EPIC EMR.
• Ensure the patient chart has all the required paperwork prior to the patient’s appointment.
• Verify and document any changes to patient demographics and update insurance at each visit.
• Ensures data is entered accurately for all patient demographic and insurance information.
• 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.

Scheduling:

• Schedule all patient appointments (including hospital and office follow-ups).
• Call patients to confirm, cancel or reschedule appointments.
• Call no show patients and follows policy for notification.
• Assist patients with telehealth technology.
• Provides prompt communication of schedule changes to appropriate individuals including supervisors and clinical staff.
• Assures that the correct pre-registration visit encounter type is linked to the scheduled appointment.
• Completion of referrals within EPIC EMR

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.

Administrative and Clerical tasks:

• Responsible for sending and receiving packages from deliveries.
• Processing of incoming and outgoing mail.
• Sending and delivering fax messages.
• Photocopying, scanning, collating, and filing documents.
• Maintain office inventory and equipment

Your qualifications should include:

• High school diploma or equivalent.
• Two years of medical front office in a clinic or hospital setting.
• Medical Terminology experience required.
• Preferred:EPIC EMR

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.

Additional Information:

• This position is represented by a collective bargaining agreement.
• COH employees may apply for a transfer or promotion to job openings for which they meet the minimum qualifications if they meet the following criteria:
  • Employed at COH in current role for at least 6 months, unless otherwise stipulated in an applicable collective bargaining agreement.
  • Are in good standing and have no current performance issues.