About City of Hope

City of Hope's mission is to deliver the cures of tomorrow to the people who need them today. Founded in 1913,City of Hopehas grown into one of the largest cancer research and treatment organizations in the U.S. and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis fornumerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center at its core, City of Hope brings a uniquely integrated model to patients spanning cancer care, research and development, academics and training, and innovation initiatives. 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, andtreatment facilities in Atlanta, Chicago and Phoenix. City of Hope’s affiliated group of organizations includesTranslational Genomics Research InstituteandAccessHope^TM. For more information about City of Hope, follow us onFacebook,Twitter,YouTube,InstagramandLinkedIn.

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:

The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.

• As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.
• 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.