Contact Center Rep III

City of Hope•Irwindale, CA

About The Position

The Contact Center Rep III supports a high volume of new, prospective, current, and established patients with scheduling and information relayed to or from the care team, following established scheduling guidelines. The role also facilitates internal communication across the organization and responds to calls, faxes, emails, and in-basket messages from patients, their representatives, providers, care team members, and leadership. The position supports timely, compassionate, and accurate scheduling, processes referrals according to department policies and business rules, identifies crisis situations, elicits key information, and manages calls appropriately. The representative answers monitored and recorded calls, relays messages, coordinates appointments, and documents interactions using Salesforce while scheduling in EPIC, Salesforce, and other systems. The role creates and links pre-registration records to scheduled appointments, verifies the correct encounter type, runs Real Time Eligibility (RTE), and records accurate information in the electronic health record. When applicable, the representative also creates service authorization requests and Letters of Agreement (LOA), ensuring that requests contain the information needed by patient financial staff.

Requirements

High school diploma or equivalent.
Two years of related experience in a medical office or healthcare setting, or in a call/contact center.

Nice To Haves

Two years of experience with patient scheduling, as a medical assistant, or as a unit clerk.

Responsibilities

Answer monitored and recorded calls; relay incoming calls and messages; and coordinate appointment scheduling with doctors, staff, nurses, patients, and other medical departments.
Document calls in Salesforce and schedule appointments in EPIC, Salesforce, and other systems.
Schedule a variety of appointments within organization, department, and clinic guidelines, coordinating with providers, the care team, and leadership to support timely and appropriate scheduling.
Follow up with patients on scheduling-related issues and communicate when they can expect a callback from providers, extenders, or nursing staff.
Provide accurate, reliable, courteous, and timely service within established service levels.
Identify patients in crisis or with urgent clinical needs and refer them appropriately.
Schedule appointments as directed by provider requests and apply an understanding of patient scheduling workflows in paper and electronic environments.
Collaborate with other departments on complex appointment types, as applicable.
Maintain accuracy and completeness in phone, in-basket, and email interactions, and escalate issues promptly to the direct supervisor as applicable.
Create pre-registration records and link them to scheduled appointments, ensuring the correct pre-registration visit encounter type is associated with each appointment.
Run Real Time Eligibility (RTE) and record accurate information in the EHR system.
Create service authorization requests and Letters of Agreement (LOA), when applicable, and include the information patient financial staff need to complete authorization requests.