Patient Office Representative II - Mission Hills

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.

The Patient Office Representative II is responsible for the check-in and check‑out of patients on behalf of the department as well as other tasks in support of patient care activities, including utilizing telecommunications and computer information systems to create accounts, verify information and insurance, collect co‑pays, schedule, and re‑schedule complex appointments. This role requires independent judgement to successfully coordinate the scheduling and care of patients across multiple departments in alignment with patient experience initiatives.

This position functions as an interface and information resource for patients, physicians, and staff. The Patient Office Representative II is patient oriented and performs a variety of clerical and administrative duties in support of the clinical teams. This position also performs other front office duties as required in a fast‑paced clinical environment.

• Receives and greets patients in a friendly manner.
• Promptly answers the telephone, directs calls, takes messages and responds to routine questions.
• Interacts with patients, family members and the public courteously and according to established standards.
• Maintain a positive image and deliver high customer service to patients, families, the general public, and all other City of Hope employees.
• Serve as a liaison between patients and support staff. Develop effective relationships with colleagues, physicians, providers, leaders, and other employees across the organization.
• Provide service recovery as needed, escalating complicated issues to a supervisor.
• Proactively coordinates appointments with other functional areas.

• Check‑in patients for appointments and troubleshoot patient information issues as needed.
• Collect co‑pays, properly reconcile payments, and prepare weekly deposits.
• Performs insurance verification functions and links authorizations to visits, tests, or procedures including enrolling patients in EPIC patient portal and taking patient photos for identification purposes within EPIC EMR.
• Ensure the patient chart has all the required paperwork prior to the patient’s appointment.
• Verify and document any changes to patient demographics and update insurance at each visit.
• Ensures data is entered accurately for all patient demographic and insurance information.
• Maintains and applies current knowledge of insurance requirements when verifying eligibility and confirms authorization is secured prior to forwarding patients to service delivery areas; escalates unsecure financial accounts to management.

• Schedule all patient appointments (including hospital and office follow‑ups).
• Call patients to confirm, cancel or reschedule appointments.
• Call no‑show patients and follows policy for notification.
• Assist patients with telehealth technology.
• Provide prompt communication of schedule changes to appropriate individuals including supervisors and clinical staff.
• Assures that the correct pre‑registration visit encounter type is linked to the scheduled appointment.
• Complete referrals within EPIC EMR.

• 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.

• Responsible for sending and receiving packages from deliveries.
• Processing of incoming and outgoing mail.
• Sending and delivering fax messages.
• Photocopying, scanning, collating, and filing documents.
• Maintai…