Financial Advocate Representative

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Financial Advocate Representative

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope's translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution. AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope's specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation's “Best Hospitals” in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California, Arizona, Illinois and Georgia.

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This position is Full-time during normal business hours.

Job Overview

The Patient Financial Advocate is accountable for assisting patients (primarily new and returning oncology) and caregivers by delivering a true advocacy experience that focuses on delivering clear and accurate information about each patient's financial obligations and quoted insurance benefits in a responsive and proactive manner. This role has a focus on supporting patients with insurance changes, itemized statements, financial assistance, and billing concerns. These primary functions are all equally important to the success of this position.

Patient Financial Advocate:

• Assist patients as the face of the Financial Advocacy department by working the Financial Assistance Window.

• Aid patients with financial needs through the COH financial assistance programs

• Support the Drug Replacement and Co-Pay Assistance teams

• Act as a liaison between the Finance Window and Sr. Rep team

• Capture updated Registration documents annually

• Capture updated insurance information and submit to return verifications teams

• Work with patient account teams to assist patients with billing concerns

• Process patient co-pay, deductible, co-insurance payments and set up payment plans

• Perform cash deposits for Patient Financial Advocacy team

• Process insurance check deposits

• At times, may assist with new and return registration, financial counseling responsibilities based on business need (job responsibilities are below)

Patient Registration

• Conduct all new patient registrations by phone registration or face-to-face.

• Obtain all new patient documentation and signatures for compliance.

• Obtain patient or physician referral information and document appropriately.

• Review insurance benefits and discuss patient financial responsibility.

• Collect upfront co-pay and deductibles.

• Work across multiple teams to ensure patient has accurate information and is fully prepared for COH experience.

• Work to overcome any financial barriers for new patients entering treatment.

Financial Counseling:

• Assist with all financial counseling via face-to-face and/or phone consultations

• Work individually or with Patient Accounts/Return Verifications department, as needed, to ensure all returning patients are reverified for active insurance prior to arrival.

• Work to resolve patient insurance concerns on-site or by phone.

• Work to obtain insurance Single Case Agreements and/or insurance authorizations needed for services.

• Work with inpatients to conduct financial counseling, Important Medicare Messaging forms, and obtain signatures for updated documentation and Medicare compliance.

• Perform benefit and financial sessions with all oncology patients' functions. Works closely with designated center, communicates all financial and insurance concerns as applicable.

• Investigates patient financial issues and works to effectively make decisions and solve problems. Interacts and assists patients will all financial needs. Performs Financial Counseling and enrollment functions for patients who are having treatments that are considered high cost or involve outside coordination with other Cancer Therapy Providers.

• Maintains records for patient counseling details in all applications for documentation purposes and sends internal emails as necessary.

• Provides detailed explanation of insurance benefits and full explanation of SERMC financial policy (U/C, non-covered, denied charges) to patients/caregivers.

• Upon patient request, reviews and explains patient bills and EOBs.

• Collection of return patient copay and deductibles.

• Assist and work on projects related to patient insurance and reimbursement, as needed.

Minimum Job Requirements:

• Associate's degree in business, healthcare or equivalent is desired; otherwise, a minimum 2-5 years' experience in hospital admissions/patient access, registration, business office, financial counseling and/or insurance related field.; preferred, but not required.

• Preferred 1-year minimum experience in customer service, financial counseling, patient assistance programs, verification of benefits, precertification, registration, and/or charity care qualification.

• Knowledge of HIPAA, FMLA, COBRA, Patient Rights, Compliance, privacy and security laws, EMTALA and all hospital policies preferred.

Pay Range

Placement within the identified pay range is based on individual and market factors including, but not limited to, experience, education, credentials (including licenses and certifications), geographic location, market competition, skill set (including market availability of required skills), assigned/anticipated job tasks, and level of responsibility. These factors are considered without regard to an individual's status as a member of any protect group pursuant to federal, state, and/or local law.

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.

Visit: Jobs.cancercenter.com to begin your journey.