Patient Access Representative - OC

Overview

Join the transformative team at City of Hope, where we are changing lives 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.

The Patient Access Representative I is responsible for the check-in and check-out of patients on behalf of medical group physicians and other licensed providers. This role requires independent judgement to coordinate the scheduling of patient appointments across multiple hospital departments. The role uses telecommunications and computer information systems to create accounts, verify information and insurance, collect co-pays, and schedule or reschedule complex appointments.

The Patient Access Representative I is an independent and flexible resource focused on system-specific service lines aligned with the patient experience initiative. This role may multi-task between different patient care areas to ensure an excellent patient experience and adherence to quality standards. Additional duties include, but are not limited to: physician-to-patient communication and serving as an information resource.

Registration and Scheduling

• Demonstrates understanding of the flow of patient registration and scheduling in both paper and electronic environments. Registers, pre-registers, consents and schedules all patient appointment types across clinics, ancillary areas and hospital. Creates pre-registration records and links them 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 demographics and insurance information.
  
  Completes all required legal documents and obtains/scans related documents. Performs cash collection, patient pricing estimates, etc.
• 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 unsecured financial accounts to management. Provides patients with itineraries, advance beneficiary notices 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 accounts. Explains the Financial Assistance policy and application process to patients and provides Financial Assistance applications to uninsured patients. Screens ordered tests and communicates to physicians and/or ABN Specialists about tests/diagnoses that do not meet Medicare criteria.
• Ensures 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 the appropriate department. Ensures documentation indicating the date of service and visit number accompanies diagnostic testing orders.

Customer Service

• Greet and be 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. Demonstrate genuine interest in helping patients, providers and other employees by using excellent communication skills, being polite, friendly, patient and calm under pressure.
• Manage multiple, changing priorities in an organized manner under stress while maintaining exceptional service. Maintain composure with difficult situations and respond professionally. Recognize high-priority situations and take appropriate action. Communicate effectively with service delivery and other departments to resolve issues impacting patient care and escalate unresolved issues per departmental guidelines.

Quality Assurance

• Maintain appropriate productivity and accuracy according to department standards. Maintain thorough knowledge of policies, procedures, and standard work within the department to perform duties on a day-to-day basis.

Miscellaneous Duties

• Perform other departmental duties as assigned, such as answering and making calls, managing faxes, organizing and filing documents, inventorying supplies, data entry, etc.
• Perform other related duties as assigned or requested.

• High School diploma or equivalent
• One year in a high-volume customer service-related field with direct interaction with customers

City of Hope employees pay is…