Patient Access Rep III

Requisition ID: 9660
Job Title: Patient Access Representative III
Shift: Part Time Days
Union: Local 30
Pay Range: $20.548 - $28.767 per hour
Department: Admitting and Guest Services
Location: Duarte, CA
Position Summary:
Under the general direction of a Patient Access Supervisor or Manager, the Patient Access Representative III 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 judgement 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.
Essential Functions:
50% Registration and Scheduling:
Demonstrates an in-depth understanding of the flow of the patient registration and scheduling process within the paper and electronic environments. Registers, pre-registers, consents and schedule all patient appointment types, across the clinics, ancillary areas and hospital. Creates pre-registration record and links pre-registration record to scheduled appointments. Proactively coordinates appointments with other functional areas. Maintains department productivity, accuracy, and quality assurance standards while performing these duties. Ensures data is entered accurately for all patient demographic and insurance information. Completes all required legal documents, and obtains and scans all other related documents. Performs cash collection functions, patient pricing estimates, admission, and discharge and transfer functions.
Ensures that financial protocols and requirements are met while providing access to service at COH facilities by reviewing account documentation. 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 patient with itineraries, advance beneficiary notice and written instructions for tests and procedures as applicable. Seeks assistance from Financial Counselors when needed to maintain patient flow while resolving financial issues and ensuring financial clearance of account. Provides information and assistance to patients to ensure they understand the Financial Assistance policy and application process. Provides Financial Assistance applications to all uninsured patients. Screens ordered tests and communicate to physician and/or ABN Specialist those tests and/or diagnoses that do not meet criteria to be covered by Medicare
Assures that 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 appropriate department. Assures that documentation indicating the date of service and the visit number accompanies the orders for diagnostic testing.
30% Customer Service:
Ensure a high level of customer service by greeting, being a resource to patients and visitors. Serve as a liaison between patients and support staff. Develop effective relationships with colleague, physicians, providers, leaders and other employees across the organization. Demonstrates genuine interest in helping our patients, providers and other employees by using excellent communication skills, being polite, friendly, patient and calm under pressure.
Managing multiple, changing priorities in an effective and organized manger, under stressful demand while maintaining exceptional service. Maintain composure when dealing with difficult situations and responding professionally. Independently recognize a high priority situation, taking appropriate and immediate action. Effectively communicates with service delivery and other departments to resolve issues that impact patient care and escalating issues that cannot be resolved in accordance with departmental guidelines.
15% Quality Assurance
Maintains 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 in order to successfully performance duties on a day-to-day basis.
5% Miscellaneous Duties:
Performs other departmental duties as assigned, such as answering and making phone calls, managing incoming/outgoing faxes, organizing and filing departmental documents, inventorying supplies, data entry, etc.
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.
The following shared, organization-wide competencies describe the desired behaviors that will facilitate success at City of Hope:
Communication - Expresses ideas clearly and constructively (written and spoken, upward and downward, one-on-one and with groups).
Customer Service - Seeks to understand customer needs and works to exceed customer expectations (internal and external).
Initiative - Looks for opportunities to improve performance; manages time, work, and relationships effectively and efficiently.
Professionalism - Treats others with respect; abides by the institutional values; displays a positive and cooperative attitude; adheres to the workplace Code of Conduct and compliance policies.
Stewardship - Identifies efficiencies to reduce redundancy and/or elimination of tasks resulting in savings of cost, resources, and or/time.
Teamwork - Works proactively and collaboratively with others to streamline work and achieve mutual goals.
Position Qualifications:
Minimum Education: High School or equivalent
Minimum Experience: Two years related experience registering and scheduling complex patient appointments in a clinic or hospital setting. Medical terminology and EPIC electronic medical record experience required.
Required Courses/Training: EPIC EMR
Preferred Experience: At least two years front desk oncology practice experience.
Skills/Abilities: Ability to recognize and use medical terminology. Excellent oral/written communication, interpersonal, collaborative, analytical and organizational skills. Bilingual preferred. Demonstrated ability to effectively schedule patient appointments using EPIC EMR for a patient either at point-of-service or over the phone. Function with minimal supervision with high level of productivity. Foster and promote a positive and professional image. Must be able to foster and maintain sound working relationships. Independently motivated and driven to achieve high goals. Effective use of telecommunications and electronic medical record systems. Seek continuous improvement in knowledge and skills. Demonstrates ability to manage multiple, changing priorities in an effective and organized manner, under stressful demands while maintaining exceptional service. Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally.Maintains commitment to our extraordinary patient care standards and guidelines. Interpersonal/human relations skills. Strong knowledge of PC, phone systems and technology. Readily accepts work assignments and changes in a positive manner. Skill in recognizing an emergency or high priority situation, taking appropriate and immediate action.
Software: Microsoft Word and Outlook. Scheduling software €“ Allscripts, Touchworks and EPIC. Telecommunications €“ Avaya phone system. Customer Relationship Management - Salesforce
Machines/Equipment: Personal computer/peripheral equipment. Telephone. Fax. Photocopier
Working / Environmental Conditions: Contact with patients/patient families under varied circumstances. Exposed to material of a confidential nature on a regular basis. Handles absentee replacement on short notice. Occasional pressure due to multiple calls and inquiries. Occasionally covers varied shifts, weekends and holidays. Pressure due to deadline requirements. Subject to many interruptions. Atmosphere and environment associated with outpatient care areas
Physical Demands: Extensive computer tasks and telephone activity. Frequent repetitive motion involving hand/wrist coordination. Light physical effort (lift/carry up to 10 lbs.). Manual dexterity and mobility. Mostly sedentary work
Near Acuity: ability to see clearly at 20 inches or less. Occasional standing/walking
About City of Hope
City of Hope, an innovative biomedical research, treatment and educational institution with over 4000 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 20 leading cancer centers that develops and institutes standards of care for cancer treatment.
City of Hope is 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.

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