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Patient Access Representative Lead

City of Hope

Duarte, CA

Job posting number: #7092242 (Ref:10014909)

Posted: January 14, 2022

Application Deadline: Open Until Filled

Job Description

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 6,000 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.

Position Summary

Under the general direction of a Patient Access Supervisor or Manager, the Patient Access Team Lead is responsible for supporting staff via on-site training, quality monitoring, feedback, 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.

Key Responsibilities include:

Team Lead:

  • Oversees the daily activities of a specific patient access area, including call center, scheduling, registration, admitting, patient referral services, financial counseling, or financial clearance.
  • Providing staff oversight, on-site training,  and ongoing feedback and coaching.  Assist with creating staff schedules, lunch break coverage and on-call staffing as needed. Coordinates communication with Supervisor / Manager 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 WFH rotation schedules if requested.
  • Assists supervisor/manager to ensure personnel and department policies/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/create appropriate IT Tickets when internal issues or system failures arise and updates team of current departmental concerns/status. Communicates with appropriate leadership to escalate/resolve issues.
  • Responsible for monitoring/delegating follow-up or additional tasks.
  • Primary contact for 1st 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, financial clearance, or a call center environment—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. Develop 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, being polite, friendly, patient, and calm under pressure.
  • Maintain composure when dealing with difficult situations and responding professionally. Independently recognize 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.

Miscellaneous Duties:

  • Performs other departmental duties as assigned, such as answering and making phone calls, managing incoming/outgoing faxes, organizing and filing departmental documents, ordering and inventorying supplies, data entry, etc.
  • Collaborates with leadership and contributes to monthly staff/team meeting agenda items. Assist with preparing and creating presentations upon request.
  • Work with frontline staff to ensure equipment is working correctly. Assist agents and communicates appropriately with leadership when new equipment is needed. Responsible for ordering office supplies and monitoring supply inventory
  • Responsible for updating the monthly/weekly metrics board, team HUB, or alternative employee engagement functions.

Basic education, experience and skills required for consideration:

  • 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.

Preferred education experience and skills:

  • Medical terminology and electronic medical record experience are preferred.
  • Three or more years of experience in supporting an oncology practice experience to include registration and scheduling or referrals and authorizations or a combination of the two equaling three years.

Skills/Abilities:

  • Ability to demonstrate competencies such as communication, customer service, initiative, professionalism, stewardship, and teamwork.
  • Ability to lead a small team under the guidance of a supervisor/manager
  • Ability to recognize and use medical terminology
  • Responds positively and remains flexible to a changing work environment
  • Adjusts well to change in job functions, volumes, and work hours
  • Demonstrates the ability to handle any job duties of the Patient Access Representative
  • Has the ability and responsibility to handle audits and reviewing access problems, research potential solutions, and suggest procedural changes to prevent the problem in the future when applicable.
  • Takes the initiative to learn new skills
  • Excellent oral/written communication, interpersonal, collaborative, analytical, and organizational skills. 
  • Bilingual preferred. 
  • Demonstrates ability to effectively schedule patient appointments using EPIC EMR for a patient either at point-of-service or over the phone.
  • Function with minimal supervision with a high level of productivity
  • Foster and promote a positive and professional image
  • Must be able to foster and maintain sound working relationships.
  • Independently motivated and driven to achieve high goals
  • Effective use of telecommunications and electronic medical record systems
  • Seek continuous improvement in knowledge and skills
  • Demonstrates ability to manage multiple, changing priorities effectively and organized, under stressful demands while maintaining exceptional service.
  • Demonstrates ability to maintain composure when confronted by difficult situations and to respond professionally.
  • Maintains commitment to our extraordinary patient care standards and guidelines
  • Interpersonal/human relations skills.
  • Strong knowledge of PC, phone systems, and technology.
  • Readily accepts work assignments and changes in a positive manner.
  • Skill in recognizing an emergency or high priority situation, taking appropriate and immediate action.
  • Bilingual, Spanish, or Chinese

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.



City of Hope is a community of people characterized by our diversity of thought, background and approach, but tied together by our commitment to care for and cure those with cancer and other life-threatening diseases. The innovation that our diversity produces in the areas of research, treatment, philanthropy and education has made us national leaders in this fight. Our unique and diverse workforce provides us the ability to understand our patients' needs, deliver compassionate care and continue the quest for a cure for life-threatening diseases. At City of Hope, diversity and inclusion is a core value at the heart of our mission. We strive to create an inclusive workplace environment that engages all of our employees and provides them with opportunities to develop and grow, both personally and professionally. Each day brings an opportunity to strengthen our work, leverage our different perspectives and improve our patients’ experiences by learning from others. Diversity and inclusion is about much more than policies and campaigns. It is an integral part of who we are as an institution, how we operate and how we see our future.


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