Administrative Support Lead

City of Hope•Duarte, CA

11d

About The Position

Under the supervision of the Clinical Business Operations Supervisor and Sr. Business Director, the Administrative Support Lead coordinates multiple services within Clinical Business Operations. The role builds strong working relationships with clients, staff, patients, physicians, and vendors to support pathology procurement and material processing. It applies relevant policies, procedures, and practices to address routine and new issues, using experience and judgment to develop solutions. The Lead serves as the Clinical Administrative Support team's point person for projects and process issues. Working with the Supervisor, the Lead supports projects and leads implementation, including process improvement and coordinating staff to meet deadlines. The role reviews time-off requests to ensure adequate office coverage, provides feedback to the Supervisor for staff evaluations, shares solutions to process issues, trains new and current staff, and serves as a role model and resource for clinical administrative staff. The position also provides liaison and client services for City of Hope patients and more than 30 community clinics. It coordinates specimen collection, logistics, supplies, pricing, and report status; ensures specimens and documentation are processed accurately and efficiently; and maintains specimen and patient-information confidentiality and integrity. The Lead maintains customer relationships with external facilities, community sites, and internal laboratories, processes requests for material from outside facilities for secondary diagnosis confirmation, maintains work queues, partners with Patient Financial Services and Medical Foundation Authorizations to resolve billing issues and verify authorizations, and handles laboratory orders and related billing information.

Requirements

High school diploma or GED and some vocational or specialized training; experience may substitute for minimum education requirements.
3–5 years of responsible secretarial or clerical experience in a professional environment.

Responsibilities

Coordinate multiple services within the Clinical Business Operations area.
Serve as the Clinical Administrative Support team's point person for projects and process issues.
Work with the Supervisor on projects and lead implementation, including process improvement and ensuring staff meet deadlines.
Review time-off requests to ensure adequate office coverage.
Provide feedback to the Supervisor for staff evaluations and offer feedback and solutions on process issues.
Train new and current staff on processes and serve as a role model and resource for clinical administrative staff.
Serve as a liaison and provide client services for City of Hope patients and more than 30 community clinics.
Coordinate specimen collection, logistics, supplies, pricing, and report status.
Ensure specimens and associated documentation are processed efficiently and accurately according to departmental procedures, while maintaining confidentiality and integrity.
Maintain or enhance customer relations with external facilities, community sites, and internal laboratories by following up on sample requests for needed information and documenting appropriately in the database.
Conduct on-site visits and quarterly in-services and promote test offerings.
Process material requests from outside facilities for secondary diagnosis confirmation.
Review and maintain necessary work queues daily.
Partner with Patient Financial Services and the Medical Foundation Authorizations department to resolve billing issues and verify authorization approvals needed for testing.
Handle laboratory orders and be accountable for billing information for testing.