Supervisor, Financial Counseling - OC Hospital

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, andtreatment facilitiesin 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 coordination and supervision of the financial counseling team. This supervisor will have day-to-day operational oversight for Financial Counseling, ensuring quality assurance, resource management, implementing change, and providing frontline coverage.

Seeking a Financial Counseling Supervisor with a strong background in Patient Access, preferably in a hospital and inpatient Admitting setting. To lead our financial counseling team for our new inpatient facility in Orange County. Ideal candidate will have the ability to support our new facility opening to ensure seamless implementation of team workflows, system integration, compliance with regulatory and financial policies.

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.
• Oversees and ensures completion of CCS/Medi-Cal referrals for all referred patients, maintaining case oversight until coverage is approved.
• Supervises and monitors cases, ensuring timely submission of documentation for service authorization or financial assistance.
• Assists in the supervision of in-scope Medi-Cal TARs and any financial clearance tasks that may fall to financial counseling.
• Collaborates with Patient Business Services, verify application status, and ensure accurate system updates following approvals or denials. Serves as a liaison between patients and billing teams to resolve inquiries.
• Guides and assists the Financial Counseling team with financial assistance applications, as well as reviewing submissions for approval based on financial assistance policies.
• Manages and oversees Financial Counselors with drug company assistance programs to secure coverage for off-label medications not covered by insurance.
• Handles and supervises Medi-Cal disenrollments from HMO to Fee-for-Service.
• Provides training and mentorship for new staff members, ensuring proper onboarding and role alignment.
• Maintains professional internal relationships, promoting a positive image when interacting with departments, patients, and physicians.
• Serves as a key external liaison, fostering positive relationships with patients, families, state agencies, and insurance companies.
• Monitors and audits the overall Financial Counseling process, ensuring accuracy and timely completion while escalating issues to management as needed.
• Ensures adherence to all City of Hope policies and regulatory standards, including compliance with performance, safety, infection control, and ethical guidelines. Maintains strict confidentiality.
• Performs additional duties as assigned, supporting departmental goals and workflow improvements.
• Oversight and completion of 18-1 Medi-Cal extension of care for inpatient services.

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 (3 additional years of experience plus the minimum experience requirement may substitute for minimum education).
• 7+ years of related experience in Financial counseling and/or patient access required, preferably in an ambulatory setting.
• 2+ years of healthcare experience as a lead or supervisor.
• Preferably: Bachelor's Degree. Six sigma yellow or green belt.

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer. To learn more about our Comprehensive Benefits, please CLICK HERE.