Contact Center Representative III - Enterprise New Patient Services

City of Hope

Irwindale, CA

Job posting number: #7287510 (Ref:10027549)

Posted: October 19, 2024

Salary / Pay Rate: $24.18 - $33.86 / hour

Application Deadline: Open Until Filled

Job Description

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.

This role 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.

As a successful candidate, you will:

  • 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.

Your qualifications should include:

  • High School or equivalent.
  • Two years related experience in a medical office/healthcare setting or in a call/contact center.
  • Preferably: Two years of experience with patient scheduling, as a medical assistant, or unit clerk experience.

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.

Additional Information:

  • This position is represented by a collective bargaining agreement.

Salary / Pay Rate Information:
Pay Rate: $24.18 - $33.86 / hour

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.



City of Hope is a community of people characterized by our diversity of thought, background and approach, but tied together by our commitment to care for and cure those with cancer and other life-threatening diseases. The innovation that our diversity produces in the areas of research, treatment, philanthropy and education has made us national leaders in this fight. Our unique and diverse workforce provides us the ability to understand our patients' needs, deliver compassionate care and continue the quest for a cure for life-threatening diseases. At City of Hope, diversity and inclusion is a core value at the heart of our mission. We strive to create an inclusive workplace environment that engages all of our employees and provides them with opportunities to develop and grow, both personally and professionally. Each day brings an opportunity to strengthen our work, leverage our different perspectives and improve our patients’ experiences by learning from others. Diversity and inclusion is about much more than policies and campaigns. It is an integral part of who we are as an institution, how we operate and how we see our future.


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Job posting number:#7287510 (Ref:10027549)
Application Deadline:Open Until Filled
Employer Location:City of Hope
Duarte,California
United States
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