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Patient Access Rep Lead - Enterprise New Patient Services

City of Hope

City of Hope

Customer Service
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 is responsible for supporting staff via on-site training, quality monitoring, feedback, and acting as a staff resource. As needed, fills in for absent team members (scheduled and unscheduled absences). Acts as liaison for patient access team members in the absence of patient access leadership. Attends and participates in workgroups, committees, special projects, and other meetings as required. Oversees ordering of supplies, running reports, and maintains equipment in a resourceful manner. Responds positively to change and demonstrates the ability to be flexible in the work environment, including changes in job functions, volumes, and work hours. Takes the initiative to learn new skills, willing to participate and share expertise. Demonstrates the ability and responsibility to handle any job responsibility of frontline staff. Conducts education of employees and new hire employee training under the direction of a supervisor or manager. Makes decisions based on policy and works with co-workers/team members. Is available to filter and assist with escalations and has the ability and responsibility to handle audits and review access problems. Researches potential solutions and suggests procedural changes to prevent problems from occurring in the future.

As a successful candidate, you will:

Team Lead

  • Oversees the daily activities of a specific patient access area, including call center, scheduling, registration, admitting, patient referral services, financial counseling, or financial clearance.
  • Providing staff oversight, on-site training, and ongoing feedback and coaching. Assist with creating staff schedules, lunch break coverage and on-call staffing as needed. Coordinates communication with Supervisor / Manager with staff status and call out procedures.
  • Assist with maintaining and monitoring Service Levels and departmental standards by facilitating workload of staff, staff schedules, and departmental metrics. Can assist leadership with creating/updating staff schedules, lunch schedules, and WFH rotation schedules if requested.
  • Assists supervisor/manager to ensure personnel and department policies/procedures are being followed. Reviews and recommends updates to SOPs based on changes and or refinement of processes
  • Responsible for onboarding and training new hires and assisting in the education of existing employees under the direction of a supervisor or manager.
  • Acts as liaison for patient access team members in the absence of Patient Access leadership. Attends and participates in workgroups, committees, special projects, and team meetings as required.
  • Has the knowledge and personal responsibility to handle audits and review access problems, research potential solutions, and suggest procedural changes to prevent the problem in the future when applicable.
  • Opens/create appropriate IT Tickets when internal issues or system failures arise and updates team of current departmental concerns/status. Communicates with appropriate leadership to escalate/resolve issues.
  • Responsible for monitoring/delegating follow-up or additional tasks.
  • Primary contact for 1st level escalations as defined by department leadership.

Frontline Duties

  • Demonstrates an in-depth understanding of frontline duties, standard work, and workflows related to pre-registration, registration, scheduling, admitting, financial clearance, or a call center environment—the ability to provide daily frontline coverage and exceed the job expectations of specific assigned functional area.

Customer Service

  • Ensure a high level of customer service in interactions with patients and others supporting patients, acts as a resource to patients and visitors. Serve as a liaison between patients and support staff. Develop effective relationships with colleagues, physicians, providers, leaders, and other employees across the organization. Demonstrates a genuine interest in helping our patients, providers, and other employees by using excellent communication skills, being polite, friendly, patient, and calm under pressure.
  • Maintain composure when dealing with difficult situations and responding professionally. Independently recognize a high priority situation/s, taking appropriate and immediate action. Effectively communicates with clinical areas and other departments to resolve issues that impact patient care and escalating issues that cannot be resolved in accordance with departmental guidelines. Is a team player and is professional when implementing changes within the department/organization.

Quality Assurance

  • Maintains appropriate level of productivity and accuracy for work performed based on department standards. Maintains thorough knowledge of policies, procedures, and standard work within the department to successfully perform duties on a day-to-day basis.


Your qualifications should include:

  • High School or equivalent.
  • At least 3 years front or back office experience in a clinic or hospital setting, or combination of 3 or more years of experience in a large medical practice or call center.
  • Preferably: Medical terminology and electronic medical record experience. 3 or more years of experience in supporting an oncology practice experience to include registration and scheduling or referrals and authorizations or a combination of the two equaling 3 years.

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.