Patient Access Representative III - OC

City of Hope•Irvine, CA

About The Position

This function plays a critical role on the care team providing patients an excellent, compassionate experience for checking in and out of appointments, coordinating future visits and answering as well as addressing patient needs through inbound calls. This role requires a high level of independent judgement, customer service, communication and multi-tasking 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. Additional duties include regular communication with physicians, nurses and other care team members as well departments to create a foster teamwork and seamless clinic operations.

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 all other 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 is secured prior to 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 physician and/or ABN Specialist those tests/diagnoses that do not meet criteria to be covered by Medicare.
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 organized manner under stressful demand while maintaining exceptional service.
Maintains composure when dealing with difficult situations and responds professionally.
Independently recognizes high-priority situations and takes appropriate and immediate action.
Effectively communicates with service delivery and other departments to resolve issues impacting patient care.
Escalates issues that cannot be resolved in accordance with departmental guidelines.
Maintains an 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.