Job Details

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. Our growing national system includes the 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.

Working under the general direction of the Department of Pathology / Laboratory Director and Phlebotomy Supervisor, this position is responsible for performing duties as delegated by the Director in compliance with CLIA Sect. 493.1445(a). The role involves receiving, processing, routing, and storing specimens from all areas of the hospital and providing support within the specimen processing area. As part of the Clinical Pathology team, the incumbent helps fulfill departmental objectives while delivering excellent patient care and maintaining compliance with safety and procedural standards.

The role is responsible for tracking, monitoring, and following up on all orders placed by community network providers caring for patients at the respective site. This role ensures patients are informed of the test(s) ordered, that test(s) are authorized, scheduled, performed, resulted, and seen by the ordering provider. Follow-up may include educating the patient on the necessity of the exam and reviewing test results in the patient portal. The role requires a high level of independent judgment to coordinate scheduling across multiple hospital departments and outside imaging facilities, utilizing telecommunications and EPIC as primary tools. Expertise in EPIC records and schedules is crucial.

This position involves verifying information, contacting outside facilities for scheduling, and reporting results. Care coordination and prioritization are vital, often requiring scheduling and re-scheduling complex appointments, communicating with providers, care team members, and patients, and documenting interactions. The role is highly independent and flexible, focusing on system-specific service lines aligned with patient experience and safety initiatives. Additional duties include physician-to-patient communication and serving as an information resource.

As a successful candidate, you will:

1. Monitoring and tracking patient orders:
   • Demonstrate an in-depth understanding of EPIC EMR by generating reports on recent orders, ensuring patients are informed, authorized, scheduled, and results are obtained and communicated to providers and patients.
   • Assist patients and caregivers in understanding tests and scheduling appointments, including complex scheduling and rescheduling, follow-up on no-shows, and coordinating across departments.
   • Ensure accurate data entry and complete all legal documents related to patient orders.
2. Authorization and insurance verification:
   • Review account documentation to ensure tests are authorized and referrals are followed, maintaining current knowledge of insurance requirements.
   • Provide instructions and expectations to patients regarding tests and procedures, including maps to outside facilities.
   • Assist with financial clearance and understanding of Financial Assistance policies.
3. Test result management:
   • Work with MyChart to determine if patients have viewed their results, and assist them in locating results sent via the portal.
4. Customer Service:
   • Provide high-quality customer service, acting as a liaison between patients, caregivers, and providers. Develop effective relationships and demonstrate excellent communication skills, patience, and professionalism under pressure.
   • Manage multiple priorities effectively, recognizing high-priority situations, and escalating issues as needed.
5. Quality Assurance:
   • Maintain productivity and accuracy standards, stay informed about policies and procedures, and perform other departmental duties like managing communications, scheduling, and data entry.

Qualifications

Education: High School or equivalent

Experience: Two years of related experience in registering and scheduling complex patient appointments in a clinical or hospital setting. Medical terminology experience required.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.