Patient Access Rep Lead - OC Hospital

City of Hope Orange County is transforming cancer treatment by bringing world-class expertise and specialized care closer to home. Supported by a regional network of care, our 11-acre academic cancer campus in Irvine is home to City of Hope Orange County Lennar Foundation Cancer Center, our outpatient cancer center, and Orange County's only cancer specialty hospital, opening in late 2025.

With the opening of the hospital, the full continuum of advanced cancer care-from prevention through survivorship-will be available in Orange County for the first time, eliminating the need to travel for lifesaving treatment. Seamlessly connected to our outpatient cancer center, the new clinical research hospital will feature 73 inpatient beds, advanced surgical suites, groundbreaking clinical trials, and holistic services such as rehabilitative therapy and spiritual care. This isn't standard cancer care. This is lifesaving cancer care. This is Hope.

Work Schedule: 12:30pm - 9pm PT. Monday - Friday

As a successful candidate, you will:

Under the general direction of a Director, the Patient Access Team Lead is responsible for supporting staff via on-site training, quality monitoring, feedback, customer service, scheduling, 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.

Team Lead:

• Oversees the daily activities of a specific patient access area, including incoming calls, scheduling, registration, admitting, patient referral services, financial counseling, or financial clearance.
• Providing staff oversight, on-site training, and ongoing feedback and coaching. Assists with creating staff schedules, lunch break coverage, and on-call staffing as needed. Coordinates communication with Manager/Director 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 rotation schedules as needed or determined.
• Assists manager/director to ensure personnel and department policies and 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/creates appropriate IT Tickets when internal issues or system failures arise and updates team of current departmental concerns or status. Communicates with appropriate leadership to escalate or resolve issues.
• Responsible for monitoring and/or delegating follow-up or additional tasks.
• Primary contact for first 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, and financial clearance -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. Develops 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 and professionalism while exhibiting the COH core values with every interaction.
• Maintains composure when dealing with difficult situations and responding professionally. Independently recognizes 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.
• Performs other departmental duties as assigned

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.

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 Comprehensive Benefits, please CLICK HERE.