Job Description

Account Follow Up Rep

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. 

Job Description:

The Account Follow-up Rep (AFR) is accountable for understanding and reconciling insurance practices (contracted/non-contracted) and is responsible for the reimbursement and/or resolution of patient or insurance (hospital or physician) account balances by utilizing complete follow-up tactics, working accounts to maximize reimbursement in any of the following areas:

  • Insurance Account Follow-up (hospital or physician)

  • Self-pay Account Follow-up focusing on the collection of the patient responsibility portion left by insurance leveraging assistance programs and tools. This area includes the inbound call center.

  • Administration of financial programs supporting the patient with medical balances such as Financial Assistance, Co-pay Assistance, Free Drug, Drug Replacement, etc.

Minimum Job Qualifications

Education: High school diploma/equivalent or passed proficiency exam

Experience: 3 years of A/R experience in a hospital or physician healthcare setting including insurance and self-pay healthcare collections/billing as well as insurance verification experience with demonstrated analytical capability. Experience with account reconciliation and balancing

Knowledge, Skills, Abilities:

  • Solid knowledge of medical terminology, ICD9 codes, CPT/HCPC’s codes. Familiar with Medicare Bad Debt laws and requirements, and Fair Debt Collection Laws

  • Understanding of insurance contracts and reimbursement methodologies.  Ability to interpret EOBs and navigate patient insurance policies

  • Knowledge of collection agency work, probate courts and its requirements, and bankruptcy laws and regulations

  • Advanced written and verbal communication skills

  • Proficient with technology, spreadsheet management skills, with the ability to analyze trends.

  • Excellent organizational skills, ability to manage multiple priorities and responsibilities

  • Outstanding customer service skills

  • Must be willing to travel, as needed

Pay Range

$16.70 - $25.78

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: to begin your journey.

Important Notes

CTCA Operations Center

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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