City of Hope Contact Center Rep III in Irwindale, California

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.

Position Summary:

Performs necessary duties in answering a heavy volume of telephone calls; scheduling clinic appointments, ancillary tests and labs using established scheduling guidelines; relaying incoming and outgoing telephone calls; and in facilitating internal communication within the Medical Center and its community practices. Responds to calls from a variety of medical departments and City of Hope call centers from existing patients inquiring about their care and treatment at City of Hope, as well as from prospective patients inquiring about City of Hope services. Answers telephone calls, processes referral calls 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:

  • Answerheavy volume of monitored and recorded telephone calls: relays incomingcalls/messages; coordinates appointment scheduling with doctors, staff, nurses,patients and other medical departments over the phone.Responsible for calling back patients andrescheduling clinic cancellations.Documents phone call using sales force and schedules appointments inEPIC/Salesforce.

  • SchedulesConsults, labs, ancillary test, and follow ups in EPIC/Salesforce and othersystems.

  • Useproblem solving and critical thinking skills to follow up with patient onscheduling related issues or communicating when they can expect to receive acall back from providers, extenders or nursing staff.

  • Providesservices that are accurate, reliable, courteous and timely within establishedservice levels. Identifies patients in crisis with urgent clinical needs andrefers appropriately.

  • Schedulespatient appointments for clinic, infusion and/or diagnostic services asdirected by the provider requests. Demonstrates an in-depth understanding ofthe flow of the patient scheduling process within the paper and electronicenvironments.As applicable –collaborates with other departments to schedule complex appointment types.

  • Demonstratesaccuracy and completeness in handling calls. Escalates issues in a timelymanner to direct supervisor as applicable.

  • Createspre-registration record and links pre-registration record to scheduledappointments.Assures that the correctpre-registration visit encounter type is linked to the scheduled appointment.Runs Real Time Eligibility (RTE) and notates accurate information within theEHR system.

  • Createsa request for authorization of service and Letter of Agreement (LOA) isapplicable.Assures that all pertinentinformation in included in the authorization request so that the patientfinancial staff can complete the authorization request as needed.

Basic education,experience and skills required for consideration:

  • Highschool diploma or equivalent.

  • Two years relatedexperience in a medical office/healthcare setting or in a call/contact center.

Preferred education,experience and skills:

  • Medicalassistant certification.

  • Twoyears of experience with patient scheduling, as a medical assistant, or unitclerk experience.

Additional Information:

  • Thisposition 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.

Job: Call Center Operations

Title: Contact Center Rep III

Location: California-Irwindale

Requisition ID: 10000532