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.

The position serves as the first point of contact for patients, visitors, and staff, ensuring a welcoming and efficient environment. Responsibilities include answering and directing calls, assisting visitors, and managing patient registration and appointment scheduling for hospital and office follow-ups. The role involves verifying insurance eligibility, obtaining and linking authorizations, collecting and processing payments, and maintaining accurate patient records by updating demographics and insurance details. Additional duties include managing incoming and outgoing communications, scheduling tests and diagnostic studies, and completing physician orders. This position requires exceptional organizational skills, attention to detail, and a commitment to delivering outstanding patient care and administrative support.

As a successful candidate, you will:

Patient Registration and Scheduling:

• Manage patient registration in an EMR environment (EPIC experience preferred).
• Verify eligibility through health insurance portals, phone calls, and medical group websites.
• Prepare for future patient visits by reviewing demographics, consents, privacy/HIPAA forms, and other administrative documents.
• Schedule appointments with multiple physicians in a multi-specialty environment.

Insurance and Authorizations:

• Submit medical group/IPA authorization requests and follow up on outstanding items.
• Link authorizations to appropriate visits or procedures.
• Review patient co-pays, collect payments, and document them accurately.

Administrative and Clerical Support:

• Answer and direct incoming calls and manage in-basket messages via EMR.
• Document all outgoing/incoming phone calls in the system.
• Check and distribute incoming/outgoing faxes to clinical staff.
• Handle incoming mail and assist with general administrative tasks across departments.

Patient Coordination and Communication:

• Greet visitors professionally and direct them to their destinations.
• Provide excellent customer service and maintain positive interactions with patients, visitors, and staff.
• Educate patients about telehealth options and assist with patient portal sign-ups.
• Demonstrate excellent verbal and written communication skills to effectively interact with diverse individuals.

Physician Orders and Scheduling:

• Review physician orders in the EMR and coordinate scheduling with other departments.
• Ensure timely communication of instructions to patients.

Compliance and Updates:

• Verify patient demographics at each visit and update information in the EMR system as needed.
• Maintain knowledge of Managed Care insurances and telehealth services.

Professionalism and Environment:

• Maintain a professional and welcoming appearance in the reception area and lobby.
• Uphold a positive image in interactions with department personnel and other City of Hope employees.
• Exhibit strong organizational skills with attention to detail and follow-up.

Travel Requirements (if applicable):

• Provide care in a mobile ambulatory setting as part of the COMPASS Program, requiring travel.

Customer Service Excellence:

• Deliver high-quality customer service by addressing inquiries efficiently and empathetically.
• Ensure smooth patient experiences by effectively managing administrative and clinical coordination.

General Competencies:

• Demonstrate excellent interpersonal skills for building relationships and fostering collaboration.
• Plan and execute responsibilities with minimal supervision.
• Exhibit proficiency in managing multiple tasks within a dynamic medical office setting.

Your qualifications should include:

Minimum Education:

• High School Diploma or Equivalent.

Minimum Experience:

• Minimum of One(1) year customer Service experience, preferably in a medical office setting.
• Knowledge of telehealth and Managed Care insurances.
• Skilled in verifying insurance eligibility, obtaining authorizations, and coordinating patient care.

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.

To learn more about our Comprehensive Benefits, please CLICK HERE.