Clinic Scheduler III: OCW Call Team

The Customer Service Specialist serves our patients, members, and providers. Responsible for answering phone calls and scheduling patient appointments. Triages phone calls as necessary. May conduct patient/member pre-certification to ensure coverage for appointments and medical care. With the assistance of data and technology, they function as a liaison and ensures a high value and personalized experience.

For Hoag Clinic: Member Advocate III

Member Advocate Level III develops a specialized expertise in a specific domain (Health Plan benefits, Provider Disputes, Professional chat etiquette guidelines, etc.). The Level III advocate has a high proficiency to address complex issues with claims and referrals. The Level III advocate will also perform outreach calls to assist with wellness activities.

Member Advocate Level III is a mentor on the team that leads aspects of training function, is a subject matter expert in a variety of knowledge sets, and effectively handles service recovery functions, and is a change agent for service delivery and process improvement activities.

For Revenue Cycle: CPS Specialist III

This position requires the ability to perform all functions within the SERVE essential job functions, including Level I and II. Level III can effectively handles 40+ transactions per day with minimal or no error. This position is responsible for mentoring or training staff to more complex scheduling procedures. This level is able to complete complex scheduling procedures for all specialty scheduling i.e. breast biopsy, MRI sedation, interventional radiology and is inclusive of procedures for all partnering departments. Schedulers in this level can work independently in all modalities with minimal or no supervision.

Education and Experience

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 working 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 healthcare related field OR certified medical assistant OR Licensed Vocational Nurse preferred
• Bilingual skills preferred

For Revenue Cycle: CPS Specialist III

• High School Diploma or equivalent
• Complete 1 year of employment in Access Department or Front Desk scheduling or customer service experience
• Complete 1 year experience in scheduling at Hoag Hospital
• Accuracy 98%, for registrations and appointments; Productivity exceeds 60 registrations or appointments per day; Completes appointments in RMS and Affinity and meets monthly collection goals
• Has 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

License Preferred:

• For Hoag Clinic: Member Advocate II
• Licensed Vocational Nurse

Certifications Preferred

• For Hoag Clinic: Member Advocate III
• Certified Medical Assistant
• Certified Medical Interpreter
• For Revenue Cycle: CPS Specialist III
• Medical Terminology certification

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 than1,800 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. Since 1952, Hoag has served the local communities and continues its mission to provide the highest quality health care services through the core strategies of quality and service, people, physician partnerships, strategic growth, financial stewardship, community benefit and philanthropy.

Hoag offers a comprehensive blend of health care services including six institutes providing specialized care in the areas of cancer, heart and vascular, neurosciences, women's health, orthopedics, and digestive health through our institutes.

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.

To learn more about Hoag’s awards and accreditations, visit: https://www.hoag.org/about-hoag/awards-accreditations/.

Hoag is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Hoag is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. Hoag hires a diverse group of people in a manner that allows them to reach their full potential in the pursuit of organizational objectives.