Patient Access Rep III

City of Hope•Duarte, CA

About The Position

The Patient Access Rep III is responsible for checking patients in and out on behalf of medical group physicians and other licensed providers. The role uses independent judgment to coordinate appointments across multiple hospital departments and uses telecommunications and computer information systems to create accounts, verify patient and insurance information, collect copayments, and schedule or reschedule complex appointments. This highly independent and flexible resource supports system-specific service lines and the patient experience initiative, multitasks across patient care areas, and helps ensure quality standards are met. Additional duties include physician-to-patient communication and serving as an information resource. The position handles patient registration and scheduling across clinics, ancillary areas, and the hospital, including registration, preregistration, consents, appointment scheduling, record linking, document completion and scanning, cash collection, and patient pricing estimates. It reviews account documentation, verifies insurance eligibility, confirms authorizations, escalates unsecured financial accounts, and supports financial clearance and patient understanding of financial assistance. It also provides patients with applicable itineraries, notices, and written instructions; screens ordered tests for Medicare coverage criteria; and coordinates diagnostic test orders and related documentation. The role provides customer service to patients and visitors, acts as a liaison between patients and support staff, and builds effective working relationships across the organization. It manages changing priorities under stressful conditions, responds professionally to difficult situations, identifies urgent matters, communicates with other departments to resolve patient-care issues, and escalates issues according to departmental guidelines. The employee maintains required productivity, accuracy, and knowledge of departmental policies, procedures, and standard work. This position is represented by a collective bargaining agreement. City of Hope states that pay is based on work experience, qualifications, and work location; no salary range is provided. Comprehensive benefits are referenced, but specific benefits are not listed in the posting.

Requirements

High school diploma or equivalent.
Two years of related experience registering and scheduling complex patient appointments in a clinic or hospital setting.
Medical terminology experience.

Nice To Haves

Two years of front desk oncology practice experience.
EPIC electronic medical record experience.

Responsibilities

Register, preregister, obtain consents for, and schedule patient appointments across clinics, ancillary areas, and the hospital.
Create preregistration records and link them to scheduled appointments, ensuring the correct visit encounter type is associated with each appointment.
Coordinate appointments proactively with other functional areas and schedule or reschedule complex appointments.
Enter patient demographic and insurance information accurately and complete required legal documents; obtain and scan related documents.
Collect cash and copayments and perform patient pricing estimates and ETC admission functions.
Review account documentation and apply current insurance requirements when verifying eligibility and authorization before patients proceed to service areas.
Escalate unsecured financial accounts to management and seek help from Financial Counselors to resolve financial issues and maintain patient flow and financial clearance.
Provide patients with itineraries, advance beneficiary notices, and written instructions for tests and procedures as applicable.
Explain the Financial Assistance policy and application process, and provide applications to uninsured patients.
Screen ordered tests and communicate tests or diagnoses that may not meet Medicare coverage criteria to physicians or the ABN Specialist.
Create authorization requests when applicable and send diagnostic test orders to the appropriate department with documentation of the service date and visit number.
Greet patients and visitors, provide assistance and information, and serve as a liaison between patients and support staff.
Communicate effectively and develop working relationships with colleagues, physicians, providers, leaders, and other employees.
Manage changing priorities while maintaining professional, calm, and courteous service; recognize and act on high-priority situations.
Communicate with service delivery and other departments to resolve issues affecting patient care and escalate unresolved issues according to departmental guidelines.
Maintain departmental productivity, accuracy, quality assurance, and knowledge of policies, procedures, and standard work.
Support physician-to-patient communication and serve as an information resource.