International Patient Navigator

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, and treatment facilities in 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.

Position Summary: 

The Center for International Medicine (CIM) serves international patients and special populations that are coming from local and international locations for evaluation or to receive care at City of Hope.  The CIM patient access team coordinates and supports the intake process, and supports patients and families during their entire experience at City of Hope. The International Patient Navigator ensures that international patients are identified, provides service coordination’s through email, phone or in person. This role will schedule or facilitate the scheduling of patients for appointments as appropriate.  This role coordinates with the CIM access & clinical team to achieve high level patient satisfaction with the care experience. Provides back-up coverage of the CIM main patient intake desk.

As a successful candidate, you will: 

PRE-ARRIVAL FUNCTIONS

• Facilitates scheduling of medical consultations, diagnostic tests and any other appointments required for patient’s care.
• Works with Financial Counselor to create charge estimates for care and communicates estimates to patients. Advises patient of international self-pay policy and payment terms. Hands off to finance team when appropriate.
• Facilitates access to all concierge services required by international patients (arrange hotel accommodations, transportation, local cultural services, etc...).

POST-ARRIVAL FUNCTIONS

• Conducts initial patient and family orientation and introduction to care services.
• Provides and coordinate New International Patient/Caregiver orientation class, providing necessary resources to support safe and satisfactory experience. 
• Provides on-going support during the entire patient experience, including both inpatient and outpatient visits.

FINANCIAL FUNCTIONS (PRE-VISIT AND DURING VISIT)

• Works with COH clinical team and relevant supporting staffs to ensure estimates and billing for international patients are done timely and accurately using the format required by customers and the 3rd parties.  Works closely with all payers and representatives to ensure billing format is updated and claims are submitted in a timely manner per protocols.
• Handles patient payment procurement and keeping track of revenue reconciliation, receivable postings and fund allocation, A/R tracking, and updates to internal and external stakeholders on aged days using approved communication and work queue.  
• Collaborates with the Financial Services department to ensure entity and Corporate Accounting revenue allocation for International Patient activities and accounts. 

Your qualifications should include: 

• Bachelor’s Degree in healthcare, finance, business, communication, or related field.  Experience may substitute for education requirement.
• Three (3) or more years of experience in a customer service based role, preferably in a healthcare/patient access role.

Preferred:

Fluent in Spanish - Speaking, writing & reading

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, please CLICK HERE.