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. 

Position Summary:

Under general supervision supports the activities of the City of Hope Medical Foundation ambulatory clinics by answering incoming telephone calls from prospective and existing patients or those calling on the patient’s behalf. As requested by a patient, schedules, reschedules or cancels appointments, linking orders and or creating referral shells as required by coverage type. Via email alerts providers and or colleagues in other departments of appointments scheduled within five days.  Determines if patient questions or concerns can be addressed via message or require more immediate assistance, including listening for comments indicating a need for clinical evaluation.  Validates and updates registration information as needed (demographics, insurance, etc.).  Faxes documents as needed to referring providers and or outside facilities where patient will receive services, including labs and imaging centers.  

As a successful candidate, you will:

• Supports City of Hope / Foundation clinics in the timely answering of calls that are recorded and monitored for service and work product quality. 
• Answers phones, takes messages, enters messages in EMR, and manages in-basket volume.  
• Responds to requests from referring providers and or outside facilities throughout the day, faxing or sending documents via EMR.
• Possess a deep understanding of the clinics being supported including provider specialties, clinical hours and hospital affiliations 
• Acts in a professional manner with a focus on being one team, acknowledges and routes patient concerns appropriately (clinic or department leadership, patient advocacy) without commenting or offering an opinion on colleagues actions or lack thereof
• Follows established City of Hope and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, including adherence to the workplace Code of Conduct and Compliance Plan.  Practices a high level of integrity and honesty in maintaining confidentiality.
• Performs other related duties as assigned or requested.

Your qualifications should include: 

• High school diploma; some college preferred
• Two (2) or more years of experience in a large specialty medical office or healthcare facility OR 18 months in a healthcare call center OR 1 or more years in a medical office / healthcare facility AND 1 or more years in an in-bound call center 

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

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.