Customer Service Specialist - Radiation Therapeutic Services

Responsibilities

• Receive incoming calls in accordance with departmental key performance indicators
• Answer questions from prospective patients in a professional, compassionate, and reassuring manner
• Create a positive experience that encourages patients to move forward with a consult
• Guide patients to institutional resources for additional information
• Route non-patient calls using appropriate soft transfer procedures
• Provide outstanding service to prospective patients, caregivers, and referring providers
• Customer Intake & Documentation
• Ensure demographic information is entered accurately in IRIS and Epic
• Complete patient intake processes for prospective patients and referrals
• Ensure referrals are entered correctly in IRIS
• Document patient interactions and outreach efforts accurately and timely
• Record required referral notes according to institutional guidelines
• Follow-up on all inquiries in accordance with established policies and procedures
• Congduct timely outreach to patients who have not yet decided to proceed with a consult
• Document follow-up attempts in IRIS
• Close Epic referrals according to institutional guidelines
• Maintain accurate referral documentation and referral notes
• Support departmental performance standards through effective referral management
• Work Queue & Email Management
• Manage assigned Epic work queues daily
• Ensure work queue activities align with departmental key performance indicators
• Process referrals accurately and efficiently
• Monitor and process emails from the three established departmental email boxes
• Respond promptly to prospective patient and referring physician emails
• Assist with additional departmental work queues as needed

Qualifications

• Must pass pre-employment skills test as required and administered by Human Resources
• Must demonstrate the ability to promote safety by supporting an environment of well-being for patients, families, and stakeholders
• Must demonstrate courtesy through compassionate communication and teamwork
• Must accept accountability for applying expertise and delivering high-quality service
• Must demonstrate the ability to foster innovation by embracing new technologies, research, techniques, and solutions