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:
This role is primarily responsible for the handling and timely resolution of all guarantor/patient billing inquiries received via incoming calls, correspondence, online inquiries on behalf of City of Hope Medical Center and Medical Foundation including but not limited to inquiries related to payment for outstanding balance, financial assistance options and/or payment plan arrangements, billing, charge and/or insurance claim payment questions, statement requests, updates on demographic/insurance , patient complaints/grievances for hospital and professional services.
Key Responsibilities include:
- Responds to all incoming customer service patient inquiries (telephone, fax, mail and web-based patient portal), complaints or issues regarding patient billing and collections for Medical Center and/or Medical Foundation, either responding directly or referring the problem to an appropriate resource for resolution. Initiates proactive measures that result in account resolution, including written and verbal follow0up correspondence with patients, colleagues, and managers.
- Performs all guarantor/patient customer service Medical Center and Medical Foundation related patient billing and handles patient/guarantor billing /claim inquiries, processing patient payments, establishing patient payment agreements for payment plans, updating patient's demographic and /or insurance updates, processing statement requests, taking corrective action(s) to address patient inquiry including resolving account disposition . Post adjustments credit and/or debit to patient accounts. If required. Reviews necessary billing information and documents required by various third parties/patients prior to the processing of claim and/or statements.. If rebilling required, refer to appropriate staff in the Business Office for processing on any outstanding payor/insurance reimbursement issues
- Conducts all patient/guarantor correspondence account follow-up and documents in work queues to ensure adherence to COH Patient Business Office standards. Performs basic data functions such as address updates, certified mail acknowledgement and other miscellaneous tasks associated with correspondence management
- Open, sort and distribute mail twice a day.
- Provides back up support for Self-Pay Account Following staff for any cross coverage required, overflow, as defined by Manager, Patient Business Office
- Participates in programs and in using tools in support of building a high performance culture via the City of Hope standard responsibilities (e.g. performance measurement, people development, customer relationship management, etc.).
- Service quality and work quality to meet required COH, state and federal rules and regulations.
- Maintains established productivity levels for the unit.
- Maintains a positive customer service image when dealing with staff, patients, physicians, City of Hope employees, insurance companies and other outside vendors. Supports the success of a high-performing customer patent-centric organization by helping to champion and drive COH vision, to foster an environment in which continuous improvement in business processes and services is welcomed and recognized.
- Follows established City of Hope and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, including adherence to the workplace Code of Conduct and Compliance Plan. Practices a high level of integrity and honesty in maintaining confidentiality.
- Performs other related duties as assigned or requested.
- High School Diploma or equivalent
- Experience may substitute for minimum education requirements.
- At least 3 years prior customer service experience in a healthcare system (academic, hospital and/or hospital, ambulatory setting).
Additional Information:
- This position is represented by a collective bargaining agreement.
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: Oct 28, 2021
- Job Field: Business Services
- Employee Status: Regular
- Shift: Day Job