Lead Patient Access Representative - OC

City of Hope•Irvine, CA

43d•Onsite

About The Position

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. Position Summary: Under the general direction of a Director, the Patient Access Team Lead is responsible for supporting staff via on-site training, quality monitoring, feedback, customer service, scheduling, and acting as a staff resource. As needed, fills in for absent team members (scheduled and unscheduled absences). Acts as liaison for patient access team members in the absence of patient access leadership. Attends and participates in workgroups, committees, special projects, and other meetings as required. Oversees ordering of supplies, running reports, and maintains equipment in a resourceful manner. Responds positively to change and demonstrates the ability to be flexible in the work environment, including changes in job functions, volumes, and work hours. Takes the initiative to learn new skills, willing to participate and share expertise. Demonstrates the ability and responsibility to handle any job responsibility of frontline staff. Conducts education of employees and new hire employee training under the direction of a supervisor or manager. Makes decisions based on policy and works with co-workers/team members. Is available to filter and assist with escalations and has the ability and responsibility to handle audits and review access problems. Researches potential solutions and suggests procedural changes to prevent problems from occurring in the future.

Requirements

High School or equivalent
At least 3 years front or back office experience in a clinic or hospital setting, or combination of 3 or more years of experience in a large medical practice or call center.

Responsibilities

Oversees the daily activities of a specific patient access area, including incoming calls, scheduling, registration, admitting, patient referral services, financial counseling, or financial clearance.
Providing staff oversight, on-site training, and ongoing feedback and coaching. Assists with creating staff schedules, lunch break coverage, and on-call staffing as needed. Coordinates communication with Manager/Director with staff status and call out procedures.
Assist with maintaining and monitoring service levels and departmental standards by facilitating workload of staff, staff schedules, and departmental metrics. Can assist leadership with creating/updating staff schedules, lunch schedules, and rotation schedules as needed or determined.
Demonstrates an in-depth understanding of frontline duties, standard work, and workflows related to pre-registration, registration, scheduling, admitting, and financial clearance -the ability to provide daily frontline coverage and exceed the job expectations of specific assigned functional area.
Ensure a high level of customer service in interactions with patients and others supporting patients, acts as a resource to patients and visitors. Serve as a liaison between patients and support staff. Develops effective relationships with colleagues, physicians, providers, leaders, and other employees across the organization. Demonstrates a genuine interest in helping our patients, providers, and other employees by using excellent communication skills and professionalism while exhibiting the COH core values with every interaction.
Maintains composure when dealing with difficult situations and responding professionally. Independently recognizes a high priority situation(s), taking appropriate and immediate action. Effectively communicates with clinical areas and other departments to resolve issues that impact patient care and escalating issues that cannot be resolved in accordance with departmental guidelines. Is a team player and is professional when implementing changes within the department/organization.
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.
Performs other departmental duties as assigned, such as answering and making phone calls, managing incoming and outgoing faxes, organizing and filing departmental documents, ordering and inventorying supplies, data entry, etc.
Collaborates with leadership and contributes to monthly staff/team meeting agenda items. Assists with preparing and creating presentations upon request.

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