Patient Access Representative III - OC Hospital (Part-Time)

City of Hope•Irvine, CA

1d•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. This is a Part Time position, working 2 days a week to help cover scheduling gaps. The schedule is variable, mostly evening shifts from 12:30 PM to 9:00 PM and weekends from 8:00 AM or 8:30 AM. This role is responsible for the check-in and check-out of patients on behalf of medical group physicians and other licensed providers. This role requires a high level of independent judgment in order to successfully coordinate the scheduling of patient appointments across multiple hospital departments. This individual is expected to utilize telecommunications and computer information systems to create accounts, verify information and insurance, collect co-pays, schedule and re-schedule complex appointments. The Patient Access Representative III is best defined as a highly independent and flexible resource that focuses on system-specific service lines that are in alignment with the patient experience initiative. Furthermore, this role must multi-task between different patient care areas to ensure an extraordinary patient experience and that quality standards are met. Additional duties include, but are not limited to: physician to patient communication and serving as an information resource.

Requirements

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

Nice To Haves

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

Responsibilities

Demonstrates an in-depth understanding of the patient registration and scheduling process within paper and electronic environments.
Registers, pre-registers, consents, and schedules all patient appointment types across clinics, ancillary areas, and the 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.
Ensures accurate data entry for all patient demographic and insurance information.
Completes all required legal documents and obtains/scans related documents.
Performs cash collection functions, patient pricing estimates, and ETC admissions.
Ensures financial protocols and requirements are met while providing access to services.
Maintains and applies current knowledge of insurance requirements when verifying eligibility and confirms authorization before forwarding patients to service delivery areas.
Escalates unsecure financial accounts to management.
Provides patients with itineraries, advance beneficiary notices, and written instructions for tests and procedures.
Seeks assistance from Financial Counselors to resolve financial issues and ensure financial clearance of accounts.
Provides information and assistance to patients regarding the Financial Assistance policy and application process.
Provides Financial Assistance applications to all uninsured patients.
Screens ordered tests and communicates to physicians/ABN Specialists tests/diagnoses that do not meet criteria for Medicare coverage.
Assures 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.
Assures documentation indicating the date of service and visit number accompanies orders for diagnostic testing.
Ensures a high level of customer service by greeting patients and visitors and serving as a resource.
Serves as a liaison between patients and support staff.
Develops effective relationships with colleagues, physicians, providers, leaders, and other employees.
Demonstrates genuine interest in helping patients, providers, and employees through excellent communication, politeness, friendliness, patience, and calmness under pressure.
Manages multiple, changing priorities effectively and organizedly under stressful demands while maintaining exceptional service.
Maintains composure when dealing with difficult situations and responds professionally.
Independently recognizes high-priority situations and takes appropriate, immediate action.
Effectively communicates with service delivery and other departments to resolve issues impacting patient care and escalates issues that cannot be resolved.
Maintains an appropriate level of productivity and accuracy based on department standards.
Maintains thorough knowledge of departmental policies, procedures, and standard work to successfully perform duties.