Patient Service Specialist

As the Patient Services Specialist, you are responsible for providing administrative and general support to staff, patients and Physicians to ensure that a high quality, professional and efficient administration service is consistently provided to patients. This role is a crucial link between our patient’s and clinical teams.

ESSENTIAL DUTIES AND RESPOSIBILITES:

As Patient Services Specialist, you will ensure a high level of patient service is provided including anticipating needs, maintaining patient service expectations, and reacting to feedback. You are expected to maintain a professional service which meets patient needs.

Customer Service

· Monitoring and reacting to patient feedback

· Monitoring the flow of patients and directing as appropriate

· Answering and attending to all telephone calls in a timely manner

· Responding to queries in accordance with the privacy policy

· Having a breadth of service knowledge to respond to patient queries

· Providing support to Physicians and other internal customers, as required

· Assist with patient questions regarding billing and insurance payments

· Maintenance and improvement of the patients’ waiting room

· Maintaining the look and feel of both patient and employee-facing spaces, restocking supplies, and organization

· Dealing with people traffic, by directing vendors and visitors as they come and ensuring compliance to sign in protocols

Maintaining the Integrity of Patient Records

· Scheduling Physician appointments with regard to availability & appropriate timeframes

· Undertaking all actions to support a Physicians clinic visit, including ensuring the completeness of patient records prior to and subsequent to the visit

· Admitting and discharging patients, prior to and following, consultation, evaluation and follow-up appointments

· Registering new patients in a timely manner and ensuring the accuracy of personal and billing details

· Ensuring all documentation and correspondence required for the consultations appointment is registered

· Creating referring doctor records as required

· Following up on referrals

· Document management

You are required to work co-operatively within a multidisciplinary team and assist other team members to achieve team objectives and work outcomes.

· Adhere to the policies and procedures as documented in the work instruction manual and as directed

· Contribute to team development through contributing in team huddles, participating in team problem solving, supporting Center Leads and Physicians with ad hoc tasks, etc.

· General administrative and patient support duties, e.g. document management, report generation

Your key working relationships:

As the Patient Services Specialist, you need to develop strong relationships with the following internal parties:

· Patients

· Physicians both internal and external

· Patient Services teams

· Financial Counsellors

· Radiation Therapists

· Center Lead

· Regional Lead

· Quality

· External vendors

Experience & Qualifications:

· High School Diploma or equivalent

· Demonstrated ability in an administrative role within a busy, customer focused environment, medical preferred.

· Handle and resolve urgent matters and time critical medical appointments

· Strong organization and communication skills, with the ability to liaise with both internal and external stakeholders.

· Proven experience to work effectively both independently and in a team environment.

· Knowledge of patient billing systems and related funding mechanisms.

· Ability to use clinical administration systems, as well as Microsoft Office software

· Collaborative approach in working with the wider administration team and other internal customers, in line with the organization values.

· Flexible approach to work

· Travel as required to other centers