About City of Hope
City of Hope, an innovative biomedical research, treatment and educational institution with over 6000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.
Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation's leading cancer centers that develops and institutes standards of care for cancer treatment.
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Position Summary:
Performs necessary duties in supporting a large volume of patients, both new / prospective and current / established, in scheduling and relaying information to or from care team, using established scheduling guidelines; and in facilitating internal communication across organization. Responds to calls, faxes, email, in basket messages, from patients and or those calling on their behalf, providers, care team, and or leadership in support of timely, compassionate and accurate scheduling Processes referrals appropriately, as directed by department polices and business rules. Identifies crisis situations, elicits key information, and manages the call accordingly. Collects relevant caller data accurately and quickly during the telephone conversation.
Key Responsibilities include:
- Answer monitored and recorded telephone calls: relays incoming calls/messages; coordinates appointment scheduling with doctors, staff, nurses, patients and other medical departments over the phone. Documents phone call using sales force and schedules appointments in EPIC/Salesforce.
- Within guidelines for organization, department and clinic, Schedules a variety of appointments in EPIC/Salesforce and other systems, communicates with provider, care team and leadership to facilitate timely and appropriate scheduling.
- Use problem solving and critical thinking skills to follow up with patient on scheduling related issues or communicating when they can expect to receive a call back from providers, extenders or nursing staff.
- Provides services that are accurate, reliable, courteous and timely within established service levels. Identifies patients in crisis with urgent clinical needs and refers appropriately.
- Schedules patient appointments as directed by the provider requests. Demonstrates an in-depth understanding of the flow of the patient scheduling process within the paper and electronic environments. As applicable - collaborates with other departments to schedule complex appointment types.
- Demonstrates accuracy and completeness in interactions via phone, in-basket or email. Escalates issues in a timely manner to direct supervisor as applicable.
- Creates pre-registration record and links pre-registration record to scheduled appointments. Assures that the correct pre-registration visit encounter type is linked to the scheduled appointment. Runs Real Time Eligibility (RTE) and notates accurate information within the EHR system.
- Creates a request for authorization of service and Letter of Agreement (LOA) when applicable. Assures that all pertinent information in included in the authorization request so that the patient financial staff can complete the authorization request as needed.
- High School or equivalent.
- Two years related experience in a medical office/healthcare setting or in a call/contact center.
Additional Information:
- This position is represented by a collective bargaining agreement.
- To protect the health of patients and staff and to comply with new State of California mandates, City of Hope staff are required to show proof of full vaccination by September 30, 2021. Compliance is a condition of employment.
City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
- Posting Date: Dec 20, 2021
- Job Field: Support Services
- Employee Status: Regular
- Shift: Day Job