Desk Operations Specialist - Hematology Cellular Molecular Bispecifics

About the role

The desk operations specialist (DOS) facilitates patient visits and supports the health care provider by anticipating and responding to patient needs and requests of the health care team. This role coordinates details of patient visits, prepares patients, completes pre-examination record information, manages the flow of patient materials, obtains or verifies patient demographics, medical insurance information, and advises patients of scheduling delays or changes.

Responsibilities

• Coordinates complex appointment schedules and daily activities of the care providers in a multispecialty medical practice.
• Prepares patients, completing pre-examination record information.
• Manages the flow of patient materials.
• Obtains or verifies patient demographics, medical insurance information, and advises patients of scheduling delays or changes.
• Serves as a direct contact and resource to the patient.
• Prepares orders and schedules screening tests following practice guidelines.
• Makes measurements and documents patient vitals per practice guidelines.
• Schedules and reschedules tests/consults requests from various venues of communication.
• Processes ABN forms, insurance verification, and patient appointment communications and related materials.
• Assists with facilitating patient visit, including restroom and/or clothing change assistance, placement of apparatus on patient prior to exam, and IV removal.
• Aids the proceduralist during a procedure.
• Navigates through multiple electronic applications and devices, medical equipment, such as iPad/tablets, Text Reminder Notifications, and assists patients in using Kiosks.
• Supports access and navigation activities, including greeting patients and visitors, assisting in navigation, verifying patient appointments and/or visitor status in the EHR, and following designated screening scripts and process flows.
• Engages security, nursing, and other multidisciplinary team members as needed.
• Ensures policy enforcement and monitors patient and visitor flow within the building.
• Able to handle difficult situations, remain calm under stress, manage emotional situations, display empathy, and maintain positive communication during a rapidly changing/dynamic environment.
• Turns problems into opportunities by developing innovative and creative solutions.
• Displays a friendly, positive attitude, energy, and drive in performing daily responsibilities.
• Willing to adjust work schedules in response to department or clinical needs.

Qualifications

• High school diploma/GED and minimum two years’ customer service experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointment scheduler, or retail/service industry; OR Associate's Degree.
• Associate's Degree and coursework in a healthcare related field is preferred (e.g., Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist, or comparable).
• Exposure to electronic health record preferred.
• Ability to work independently, be goal-directed, and have strong organizational skills.
• Effectively multitask without compromising quality.
• Excellent verbal and written communication skills, including proper telephone etiquette, face-to-face interactions, and electronic communications.
• Ability to communicate with individuals and small groups with credibility and confidence.
• Ability to handle difficult situations, remain calm under stress, manage emotional situations, display empathy, and maintain positive communication during a rapidly changing/dynamic environment.
• Basic Life Support (BLS) may be required in some areas.
• Individuals may also need to complete additional coursework upon hire.

Benefits

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retail Retirement: Competitive retirement package to secure your future.