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Contact Center Representative III - Outbound Scheduling

City of Hope

City of Hope

Posted on Thursday, June 6, 2024

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:

  • There are 7 positions available.
  • This position is represented by a collective bargaining agreement.