Patient Care Representative

About City of Hope

City of Hope's mission is to deliver the cures of tomorrow to the people who need them today. Founded in 1913, City of Hope has grown into one of the largest cancer research and treatment organizations in the U.S. and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center at its core, City of Hope brings a uniquely integrated model to patients spanning cancer care, research and development, academics and training, and innovation initiatives. 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. City of Hope’s affiliated group of organizations includes Translational Genomics Research Institute and AccessHopeTM. For more information about City of Hope, follow us on Facebook, Twitter, YouTube, Instagram and LinkedIn.

City of Hope’s commitment to Diversity, Equity and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities. Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work - and that our teams align with the people we serve in order to build trust and understanding. We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.

Position Summary

Under general supervision supports the activities of the City of Hope Medical Foundation ambulatory clinics by answering incoming telephone calls from prospective and existing patients or those calling on the patient’s behalf. As requested by a patient, schedules, reschedules or cancels appointments, linking orders and or creating referral shells as required by coverage type. Via email alerts providers and or colleagues in other departments of appointments scheduled within five days. Determines if patient questions or concerns can be addressed via message or require more immediate assistance, including listening for comments indicating a need for clinical evaluation. Validates and updates registration information as needed (demographics, insurance, etc.). Faxes documents as needed to referring providers and or outside facilities where patient will receive services, including labs and imaging centers.

Key Responsibilities include:

• Supports City of Hope / Foundation clinics in the timely answering of calls that are recorded and monitored for service and work product quality.
• Answers phones, takes messages, enters messages in EMR, and manages in-basket volume.
• Responds to requests from referring providers and or outside facilities throughout the day, faxing or sending documents via EMR.
• Possess a deep understanding of the clinics being supported including provider specialties, clinical hours and hospital affiliations
• Acts in a professional manner with a focus on being one team, acknowledges and routes patient concerns appropriately (clinic or department leadership, patient advocacy) without commenting or offering an opinion on colleagues actions or lack thereof

Basic education, experience and skills required for consideration:

• High school diploma; some college preferred.
• Two (2) or more years of experience in a large specialty medical office or healthcare facility
• OR 18 months in a healthcare call center
• OR 1 or more years in a medical office / healthcare facility AND 1 or more years in an in-bound call center.

Preferred education experience and skills:

• Medical assistant certification.

Additional Information:

The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.

• As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.

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.