Contact Center Representative III

Employer
City of Hope
Location
Irwindale, California
Salary
Competitive
Closing date
Jun 5, 2022

View more

Discipline
Life Sciences
Position Type
Full Time
Organization Type
Healthcare/Hospital

Job Details

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope's translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution. AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope's specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation's "Best Hospitals" in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California and in Arizona.

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

Performs necessary duties in supporting a large volume of patients, both new / prospective and current / established, in scheduling and relaying information to or from care team, using established scheduling guidelines; and in facilitating internal communication across organization. Responds to calls, faxes, email, in basket messages, from patients and or those calling on their behalf, providers, care team, and or leadership in support of timely, compassionate and accurate scheduling Processes referrals 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:
  • Answer monitored and recorded telephone calls: relays incoming calls/messages; coordinates appointment scheduling with doctors, staff, nurses, patients and other medical departments over the phone. Documents phone call using sales force and schedules appointments in EPIC/Salesforce.
  • Within guidelines for organization, department and clinic, Schedules a variety of appointments in EPIC/Salesforce and other systems, communicates with provider, care team and leadership to facilitate timely and appropriate scheduling.
  • Use problem solving and critical thinking skills to follow up with patient on scheduling related issues or communicating when they can expect to receive a call back from providers, extenders or nursing staff.
  • Provides services that are accurate, reliable, courteous and timely within established service levels. Identifies patients in crisis with urgent clinical needs and refers appropriately.
  • Schedules patient appointments as directed by the provider requests. Demonstrates an in-depth understanding of the flow of the patient scheduling process within the paper and electronic environments. As applicable - collaborates with other departments to schedule complex appointment types.
  • Demonstrates accuracy and completeness in interactions via phone, in-basket or email. Escalates issues in a timely manner to direct supervisor as applicable.
  • Creates pre-registration record and links pre-registration record to scheduled appointments. Assures that the correct pre-registration visit encounter type is linked to the scheduled appointment. Runs Real Time Eligibility (RTE) and notates accurate information within the EHR system.
  • Creates a request for authorization of service and Letter of Agreement (LOA) when applicable. Assures that all pertinent information in included in the authorization request so that the patient financial staff can complete the authorization request as needed.


Basic education, experience and skills required for consideration:
  • High School or equivalent.
  • Two years related experience in a medical office/healthcare setting or in a call/contact center.

Preferred education experience and skills:
  • Two years of experience with patient scheduling, as a medical assistant, or unit clerk experience.
  • Medical assistant certification.
  • Medical terminology.

Additional Information:
  • As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.
  • There are 6 positions available.
  • 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.

Company

City of Hope, an innovative biomedical research, treatment and educational institution with over 5,000 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.

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