New Patient Experience Record Collector

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. 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 facilitiesin 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.

The successful candidate:

Job Summary

Contributes to the integrated hospital network by assuming responsibility for the timely collection of records, imaging and pathology for new patients thus providing a seamless process that supports the clinic and physicians for new patient evaluation and acquisition.The outcome of high-quality service to patients will impact increased patient satisfaction and “top box” patient loyalty results due to timeliness of records collection for soonest available appointments. Outcome of the high-quality services will impact physician productivity to enhance conversion from appointment kept to treatment.

Job Responsibilities

• Procures and follows-up for medical records, pathology slides, radiology reports and imaging from various facilities and physician offices on all new incoming patients prior to their arrival to their first appointment. Documents the records requested and received for tracking and reporting purposes. Requires a considerable amount of critical thinking skills to fully address an incomplete history of outside records based on limited information provided by the new patient. Also requires consistent and well documented follow up efforts to outside providers by phone, fax and email communication to procure requested records. Requires prompt, respectful, and professional communication with outside facility physician offices, medical records offices, labs, and radiation oncology departments. Requires timely communication with the department leader and clinical team for escalations regarding missing records and issues that need to be resolved prior to the patient’s travel/appointment.Ability to function autonomously as well as in a team setting to fulfill challenging tasks and goals in a fast-paced environment. Daily and monthly production expected for requested and completed charts. Ability to prioritize workload to ensure appointments are not canceled due to lack of records collected.

• Classifies and audits all records received and reviews medical record for accuracy. Daily and monthly quality expectations. Procurement expectations of essential records at a minimum of 95% for day 1 appointment with the medical oncologist/specialist while achieving procurement targets within a time to appointment goal of 3 days for an intake provider appointment and a turnaround time of 5-7 days for an appointment with medical oncology/specialist.Maintains confidential patient files for HIPAA and compliance purposes. Assure received patient records are audited for accuracy with two or more patient identifiers before indexing reports into the COH patient chart for patient safety and compliance purposes. Support continuity of care quality by documenting patient’s hometown physician and/or referring physician into the COH patient chart.

• Proactively partner with leadership to improve processes for quality and production. Reliable and counted on to follow through on assignments and seek out feedback from leadership as needed and during quarterly reviews.Approach change and new situations as opportunities for learning and growth. Modify action to effectively cope with change and seek solutions in uncertain situations.Commit to continuous improvement in personal skills including technical, interpersonal and career development. Share my knowledge and expertise and exhibit high standards of success for myself and others. Develop and maintain positive relationships with Stakeholders and collaborate effectively across departments to address conflicts with others in a constructive manner.

Job Qualifications

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

To learn more about our comprehensive benefits, click here:Benefits Information