Associate Patient Access Coordinator

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 6000 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:



The Associate Patient Access Coordinator supports special populations that are coming from local and/or international locations for evaluation or to receive care at City of Hope. The Associate Patient Access Coordinator (APAC) coordinates and supports the intake process, and supports patients and families during their entire experience at City of Hope. The Associate Patient Access Coordinator ensures that special population patients (local and/or international) are identified, provides intake guidance through email, phone or in person; obtains patient demographics, collect medical records, and completes registration. This role will schedule or facilitate the scheduling of patients for appointments as appropriate. The APAC coordinates with the clinical team to achieve high level patient satisfaction with the care experience. Provides back-up coverage of the special needs in navigation, supports patient intake activities.



Key Responsibilities include:

Pre-Visit/Access Functions

  • First point of contact for all incoming calls, emails, and web inquiries in regards to new patient referrals from local and international special population patients. Advise patient on process and COH care/resources. Responsible for correspondence and coordination for all local and international inquiries.
  • Facilitates scheduling of medical consultations, diagnostic tests and any other appointments required for patient's care.
  • Performs intake related to patient demographics, collects medical records, and assists the triage nurse so the patient is assigned to appropriate physician lead for review.
  • Coordinates with Financial team for care charge estimates and communicates estimates to patients. Advises patient of relevant self-pay policy or applicable payment and payment terms. Reconciles patient account with appropriate personnel and hand off to finance team when appropriate.
  • Facilitates access to all concierge services required by special population patients (local and international patients, i.e. arranging hotel accommodations, transportation, local cultural services, etc.
  • Manages letters of authorization from payers and obtains extensions or new approvals as needed.
  • Assess patient needs and work with Clinical Access Specialist and other ancillary support team to ensure a smooth transition into care while helping the family and patient prepare for appointments.
  • Scans all medical records into Electronic Health Record prior to patient's scheduled appointment and confirms all records are appropriately filed in Electronic Health Record system.
  • Assures all payer letters of guarantee and insurance pre-certifications for services are scanned and filed in the Electronic Health Record system prior to services rendered.
  • Maintains and ensures accuracy of working files for all new referrals and consultations.
  • Coordinates all relevant patient information through the intake process for onsite evaluation/treatment and remote cases, responding to customers with intake coordination or process related questions.
  • Develops and creates tracking log or data report when needed for all intake related information.
  • Maintains patient confidentiality as regulated by HIPAA.

Visit Functions

  • Conducts initial patient and family orientation and introduction to care services.
  • Provides on-going support during the entire patient experience, including virtual or onsite, both inpatient and outpatient visits.
  • Facilitates the arrangement of interpreter services, as needed.
  • Acts as a liaison between patient's family and clinical and non-clinical teams as well as all third parties including insurance carriers, third party administrator, embassies and payors.

Post-Visit Functions

  • Acts as advocate for the patient and family. Works with Clinical Access Specialist for patient follow up upon discharge.
  • Coordinates follow up consultation and necessary after care service for patient.
  • Participates in process evaluation and improvement activities.


Basic education, experience and skills required for consideration:

  • Bachelor's Degree in healthcare, finance, business, communication, or related field. Experience may substitute for education requirement.
  • 2-5 years of experience in a customer service based role, preferably in a healthcare/patient access role.

Required Courses/Training:

  • Medical terminology.

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.


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