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. 

This role is responsible for the success of insurance verification and authorization related processes which focuses on delivering timely accurate financial clearance of all scheduled patients for services at COH.  This supervisor has day-to-day operational oversight for personnel management, quality assurance, resource management, implementing change, and providing occasional frontline coverage. Oversight includes all functions related to the financial clearance process including, but not limited to: insurance verification, LOA processing, schedicatration, registration, pre- service cash collections, data entry/quality, and POS education and provides occasional frontline coverage.

As a successful candidate, you will: 

Personnel Management

• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning work, coaching, counseling, and disciplining employees; administering timekeeping system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Develop a culture of pride and ownership and provide opportunities for learning and growth. Ensures appropriate staffing levels throughout work week, reassess staffing levels to identify and achieves staffing optimization. Monitors and authorizes overtime when necessary. Schedule work assignments to ensure appropriate staffing coverage during regular office when scheduled and unscheduled absences occur. Provides timely decision making and direction to staff to streamline workflow, improve efficiency of operation and eliminate delays; re-assign work as needed.

Quality Assurance

• Monitors staffing productivity and quality by monitoring thresholds and benchmarks. Provides constructive feedback to staff and senior leadership.  Responsible for implementing quality control audits to monitor the quality of work and provide retraining as required to maintain performance standards.
• Establish and foster excellent customer service practices supporting the daily needs of patients, caregivers, providers and staff.  Oversees effective customer service systems, communication and feedback. Serve as the first line of communication and follow through for patients via direct means, telephone, email, and written correspondence.  Respond and solve problems, including internal and external complaints.

Change Management

• Handle special projects involve supporting work related to various strategic initiatives such as improving patient access, improving patient satisfaction, and implementing new systems. Manage change to achieve the required strategic planning outcomes.

Resource Management

• Continuously assess and streamline processes, establishes and implements standard work, maintains performance boards, monitors metrics, provides agent performance data and expectations to staff on a continuous basis, coordinates meetings and facilitates workgroups. Maintains equipment by evaluating and installing equipment; develops preventive maintenance programs; calls for repairs; evaluates and implements upgrades. Implements new technology, and acts as a catalyst for change to meet current and future business needs. Provide subject matter and technical expertise in the design and implementation of relevant applications.

Your qualifications should include: 

• Associates Degree (Experience may substitute for educational requirements).
• 2+ years of healthcare experience as a lead or supervisor.
• 3+ years of patient access experience, preferably in an ambulatory setting.
• Preferably: Bachelor’s Degree.  Six sigma yellow or green belt.

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.