Financial Counselor (New Patient)

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope’s translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution.  AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope’s specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation’s “Best Hospitals” in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California and in Arizona.

City of Hope’s commitment to Diversity, Equity and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities.  Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work — and that our teams align with the people we serve in order to build trust and understanding.  We are dedicated to fostering a community that embraces diversity – in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.

Position Summary

The Financial Counselor is responsible for screening patients for eligibility and assistance in seeking and applying for Federal, State and County programs, charity care, research grants and other payment options.  The Financial Counselor also prepares patient liability estimate, communicates with patient/guarantor regarding their financial responsibilities and collects liabilities.

Key Responsibilities include:

Financial Clearance:

• Demonstrates an in-depth understanding of the patient financial clearance and revenue cycle processes.  Initiates the financial counseling process by assisting patients who are uninsured/underinsured in screening for charity, financial assistance or governmental programs and communicates required supporting documents for such programs.
• Performs pricing estimation and communicates patient liability based on expected charges and potential coverage, as requested
• Informs patient/guarantor of out of pocket liabilities, collects such liabilities
• Performs activities that relate to financial clearance for all patient types.  Frequent communications will occur with patients/family members/guarantors, physicians/office staff, medical center and payors.
• Provides information and education to the patient, family member and/or guarantor of the application/documentation process; encourages patient participation in the funding process and assists the patient in forwarding the required documentation and application to the appropriate funding agency
• Maintains thorough knowledge of all managed care contracts and plans, medical groups, insurance codes, government and work comp payers, Medicare (A, B, C & D), all applicable Federal, State and Local laws and regulation related to such programs as well as City of Hope policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior
• Works all assigned work queues, daily
• Coordinates closely with Case Management / Utilization Review for insurance benefit authorization management, focusing specifically on the initial authorization and monitoring of authorizations for subsequent days and insurance benefits
• As needed, coordinates with the contracted vendor to help patient apply for Medicaid •     

Customer Service:

• Enhances the patient experience throughout all patient interactions demonstrating knowledge of COH’s Financial Clearance processes
• Ensure a high level of customer service by greeting, being a resource to patients and visitors. Demonstrates genuine interest in helping our patients, providers and other employees by using excellent communication skills, being polite, friendly, patient and calm under pressure

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, in order to successfully perform duties on a day-to-day basis.
• Maintains thorough knowledge of all systems and software related to financial clearance
• Recognizes and communicates potential issues to Supervisor/Manager as appropriate

Miscellaneous Duties:

• Performs other departmental duties as assigned

Basic education, experience and skills required for consideration:

• High School or equivalent.
• Three years related experience.
• Two years registering and scheduling complex patient appointments in a clinic or hospital setting. 
• Medical terminology and EPIC electronic medical record experience required.

Preferred education experience and skills:

• At least two years front desk oncology practice experience.

Additional Information:

• As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.
• There are 2 positions available.
• This position is represented by a collective bargaining agreement

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: Oct 6, 2022
• Job Field: Support Services
• Employee Status: Regular
• Shift: Day Job