About City of Hope
City of Hope, an innovative biomedical research, treatment and educational institution with over 6000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.
Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation's leading cancer centers that develops and institutes standards of care for cancer treatment.
The Center for International Medicine (CIM) serves international patients and special populations that are coming from local and international locations for evaluation or to receive care at City of Hope. The CIM patient access team coordinates and supports the intake process, and supports patients and families during their entire experience at City of Hope. The International Patient Navigator ensures that international patients are identified, provides service coordination's through email, phone or in person. This role will schedule or facilitate the scheduling of patients for appointments as appropriate. This role coordinates with the CIM access & clinical team to achieve high level patient satisfaction with the care experience. Provides back-up coverage of the CIM main patient intake desk.
Key Responsibilities include:
Facilitates scheduling of medical consultations, diagnostic tests and any other appointments required for patient's care.
Works with Financial Counselor to create charge estimates for care and communicates estimates to patients. Advises patient of international self-pay policy and payment terms. Hands off to finance team when appropriate.
Facilitates access to all concierge services required by international patients (arrange hotel accommodations, transportation, local cultural services, etc...).
Manages letters of authorization from payers and obtains extensions or new approvals as needed.
Assess patient needs and work with Patient Nursing Coordinator and NPS Triage RN to ensure a smooth transition into care while helping the family and patient prepare for appointments.
Maintains and ensures accuracy of working files for all new referrals and consultations
Develops and creates tracking log for patient data and keeping updates on case updates.
Conducts initial patient and family orientation and introduction to care services.
Provides and coordinate New International Patient/Caregiver orientation class, providing necessary resources to support safe and satisfactory experience.
Provides on-going support during the entire patient experience, including both inpatient and outpatient visits.
Facilitates the arrangement of interpreter services, as needed.
Acts as a liaison between patient's family and clinical and non-clinical teams as well as all third parties including embassies and payors.
Coordinate pre- and post-surgical needs and diagnostic workup appointments and communications.
Coordinator discharge instructions or post-care needs, such as home supplies, medication refills other external appointments.
Teamwork with COH Case Management team for suitable arrangements of rehabilitation location, hospice or nursing homes, return to home country transportation and care coordination.
FINANCIAL FUNCTIONS (PRE-VISIT AND DURING VISIT):
Works with COH clinical team and relevant supporting staffs to ensure estimates and billing for international patients are done timely and accurately using the format required by customers and the 3rd parties. Works closely with all payers and representatives to ensure billing format is updated and claims are submitted in a timely manner per protocols.
Handles patient payment procurement and keeping track of revenue reconciliation, receivable postings and fund allocation, A/R tracking, and updates to internal and external stakeholders on aged days using approved communication and work queue.
Collaborates with the Financial Services department to ensure entity and Corporate Accounting revenue allocation for International Patient activities and accounts.
Collaborates with all payors preparing reports, timely and accurately in routine scheduled timeframe.
Coordinates with finance and accounting team to ensure bank transfers, self-pay/cash, credit card, check and other payment means are updated prior to scheduling and/or ongoing treatment. Maintains active communication with Patient Accounting for patient account status, such as collection, refunds and bad debt referrals and issues with payers.
Coordinates with clinical team to arrange medical records accompany bills or claim process or authorizations as needed. Maintains communication with administrative, clinical and support team to ensure services requested complement clinical care plan. Accurately communicates patient's schedule to patient/customer and healthcare providers, as appropriate.
POST VISIT FUNCTIONS:
Acts as advocate for the patient and family.
Works with clinical and ancillary support teams for patient follow up upon discharge.
Participates in process evaluation and improvement activities.
Coordinates immediate or long term follow up schedules and if appropriate & needed coordinates virtual consultations with COH clinical team and local clinical team.
Basic education, experience and skills required for consideration:
Bachelor's Degree in healthcare, finance, business, communication, or related field. Experience may substitute for education requirement.
Three (3) or more years of experience in a customer service based role, preferably in a healthcare/patient access role.
Must be able to speak and read Mandarin.
Must have experience interacting collaboratively with medical personnel, and providing significant working knowledge of hospital/healthcare practices and procedures with regards to delivery of care.
Foster and promote a positive and professional image
Sensitivity to intercultural relations.
Excellent verbal / written communication skills and organization skills.
Strong cultural competency.
Excellent oral/written communication in English and Chinese, and organizational skills Fosters a positive image.
City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
Posting Date: Feb 13, 2020
Job Field: Allied Health
Employee Status: Regular
Shift: Day Job
City Of Hope