[Hiring] Patient Services Specialist @Florida Cancer Specialists

Role Description

The Patient Contact Center fulfills FCS’s mission by providing world-class consumer care by following its values and service standards. The Patient Contact Center department will support the practices with scheduling various appointments, from clinic services to internal and external radiology services.

• Schedule patients via incoming and outbound calls with a focus on customer service under a contact center manager team as assigned.
• Provide operational support in the delivery of patient care in a call setting environment.
• Responsible for meeting and exceeding standard consumer care metrics such as answering phones in a timely and professional manner, scheduling appointments efficiently and accurately, obtaining and inputting insurance information, maintaining compliance standards, and providing a quality consumer experience by meeting consumers’ needs.

• Build relationships with patients, consumers, and co-workers in a virtual setting, typically via the telephone or Microsoft Teams.
• Handle inbound and outbound calls for multiple clinics from various entities to assist and/or route to the appropriate assigned practices/team breakdown.
• Communicate in a cordial, professional manner with patients via phone.
• Meet daily, weekly, and monthly qualitative and quantitative performance metrics.
• Cross-trained in Contact Center Supervisor/Manager Team area(s).
• Schedule patients for medical office/testing/radiology visit appointments.
• Transfer callers to appropriate department/location when necessary.
• New patient registration (inputting demographic information, insurance information, etc.). Complete new patient process and schedule accordingly.
• Work with online scheduling system and EHR.
• Follow federal, state laws, and company guidelines to be compliant with patient records.
• Verify patient data and insurance to ensure it is updated for accurate billings.
• Handle patient concerns or refer to administration appropriately.
• Fill patient cancellation slots efficiently in keeping schedules booked for the practitioners.
• Maintain company equipment according to company guidelines and report equipment concerns to immediate leader.
• Respond timely to incoming calls and route calls or take messages as appropriate.
• Maintain individual and departmental metrics and KPIs.
• Schedule appointments for multiple clinics and physicians as directed by clinic and provider guidelines.
• If outside testing requires preparation, give the patient the preparation and explain the process to the patient/family member.
• Collect patient payments based on standard operating procedure.
• Document/update EMR with required information based on standard operating procedure.
• Attend meetings and training sessions and report any changes or concerns to the supervisor.
• Establish and maintain effective work relationships with new and existing customers through a high degree of professionalism and excellent interpersonal/communication skills.
• Comply with all Federal, State laws and regulations pertaining to patient care, patients’ rights, safety, billing, human resources, and collections.
• Adhere to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan.

Qualifications

• High School Graduate or Equivalent
• Previous customer service experience.

Requirements

• 1+ years’ experience in the Health Care preferred.
• Call center experience preferred.
• Proven ability to train and audit others.

Core Competencies, Knowledge/Skills/Abilities

• Proficient with computer programs: Email, PowerPoint, Excel, Word.
• Demonstrates interpersonal skills by effectively communicating with all levels of management, staff, and outside vendors and patients.
• Strong emphasis on organizational skills and strong attention to detail and ability and willingness to multi-task.
• Ability to deal with data that is of a sensitive and confidential nature.
• Ability to work independently and in a team environment.
• Displays professional interactions with all levels of internal and external patients/customers as demonstrated by work history and interview process.
• Excellent verbal and written communication skills.

Knowledge and Skills Preferred

• Knowledge of EHR.
• Any combination of education, training, or experience that provides the knowledge, skills, and abilities required to successfully accomplish the assigned duties and responsibilities of the position.

Values

• Patient First – Keeping the patient at the center of everything we do.
• Accountability – Taking responsibility for our actions.
• Commitment & Care – Upholding FCS vision through every action.
• Team – Working together, one team, one mission.

Expectations for all Employees

Every FCS employee is expected to regularly conduct themselves in a professional and respectful manner, to comply with all labor laws, workplace policy, and workplace practices. Employees are expected to bring issues of any forms of workplace harassment, discrimination, or other potential improprieties to the attention of their management or the human resources department.

Screenings

Safeguarding our patients and each other is an important part of how we deliver the best care possible to the communities we serve. All offers of employment at Florida Cancer Specialists & Research Institute are contingent upon clear results of a thorough background screening. Additionally, as a condition of employment, FCS requires all new hires to receive various vaccinations, including the influenza vaccine, barring an approved exemption. In addition, FCS is a drug-free workplace, and all new hires will be subject to drug/nicotine testing.

EEOC

Florida Cancer Specialists & Research Institute (FCS) is committed to helping individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at FCS, please email FCS Recruitment ([email protected]) for further assistance. Please note this email address is intended to request an accommodation as part of the application process. Any other correspondence will not receive a response.

FCS is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability, or any other legally protected status.