Clinic Scheduler III: OCW Call Team

Responsibilities

• Answer phone calls and schedule patient appointments.
• Triage phone calls as necessary.
• Conduct patient/member pre-certification to ensure coverage for appointments and medical care.
• Function as a liaison using data and technology to ensure a high-value, personalized experience.

For Hoag Clinic: Member Advocate III

• Develop specialized expertise in specific domains (Health Plan benefits, Provider Disputes, Professional chat etiquette guidelines, etc.).
• Address complex issues with claims and referrals.
• Perform outreach calls to assist with wellness activities.
• Mentor team members and lead aspects of the training function.
• Serve as a subject matter expert in various knowledge sets.
• Handle service recovery functions.
• Act as a change agent for service delivery and process improvement activities.

For Revenue Cycle: CPS Specialist III

• Perform all functions within the SERVE essential job functions, including Level I and II.
• Handle 40+ transactions per day with minimal or no error.
• Mentor or train staff on complex scheduling procedures.
• Complete complex scheduling procedures for all specialty scheduling (e.g., breast biopsy, MRI sedation, interventional radiology) including procedures for all partnering departments.
• Work independently in all modalities with minimal or no supervision.

Requirements

For Hoag Clinic: Member Advocate III

• 3 years of customer service experience.
• 2 years of experience within a call center or healthcare setting with direct patient interaction.
• Bilingual skills preferred.
• Previous work experience as a care coordinator, member advocate, or health care unit coordinator or similar health-related job function preferred.
• Bachelor’s degree or obtaining a bachelor’s degree in a healthcare-related field, OR certified medical assistant, OR Licensed Vocational Nurse preferred.

For Revenue Cycle: CPS Specialist III

• High School Diploma or equivalent.
• 1 year of employment in Access Department or Front Desk scheduling or customer service experience.
• 1 year of experience in scheduling at Hoag Hospital.
• 98% accuracy for registrations and appointments.
• Productivity exceeding 60 registrations or appointments per day.
• Complete appointments in RMS and Affinity and meet monthly collection goals.
• Helped develop or complete 2 policy and procedures for the CPS department and mentors staff on a consistent basis.
• Provided in-service to partnering departments on different processes or systems utilized with CPS.
• Mastered the 5 Declarations and actions of Own IT process.

Qualifications

Licenses and Certifications

For Hoag Clinic: Member Advocate III

• Licensed Vocational Nurse (preferred).
• Certified Medical Assistant (preferred).
• Certified Medical Interpreter (preferred).

For Revenue Cycle: CPS Specialist III

• Medical Terminology certification.

About Us

Hoag Memorial Hospital Presbyterian is a nonprofit regional health care delivery network in Orange County, California, consisting of three acute-care hospitals with sixteen urgent care centers, eleven health centers, and a network of more than 1,800 physicians, 100 allied health members, 8,000 employees, and 2,000 volunteers. More than 30,000 inpatients and 550,000 outpatients choose Hoag each year.

For over 70 years, Hoag has delivered a level of personalized care that is unsurpassed among Orange County’s health care providers. Hoag offers a comprehensive blend of health care services, including six institutes providing specialized care in cancer, heart and vascular, neurosciences, women's health, orthopedics, and digestive health.

Hoag was the highest-ranked hospital in Orange County in the 2024-2025 U.S. News & World Report, the only Orange County hospital ranked in the top 10 for California. The organization was ranked the #5 hospital in the Los Angeles Metro Area and the #10 hospital in California.