Oncology Call Center - Full Time

Principal Duties & Responsibilities

• Maintains and monitors the main office phone system, providing direction to staff to ensure timely response times to incoming calls.
• Coordinates call coverage for satellite offices as needed, serves as main office operator, trains new employees, and investigates patient and physician complaints using phone system reports.
• Monitors and maintains the main office fax machines, processes incoming and outgoing faxes, and coordinates after-hours service.
• Coordinates requests for new phones and changes in the system, troubleshoots telephone problems, and reports issues to phone support companies (CDS).
• Assigns telephone numbers and equipment, prepares reports, and reviews monthly phone bills.
• Schedules and reschedules patients who call, coordinates Phytel implementation and ongoing use of patient reminder call system.

Behavior

• Exhibits excellent written and verbal skills.
• Utilizes assertive communication skills in addressing concerns or problems.
• Participates in organization/institutional committees as requested.

Initiative

• Able to conceive innovative strategies and ideas for the center, exhibiting “out of the box” thinking.
• Performs job duties effectively with minimal direction.
• Initiates new ideas and projects that enhance patient care or other aspects of services and care.

Team Orientation

• Service as a team member among co-workers and peers.
• Participates in TCCC activities that enhance patient care and work surroundings.

Patient Privacy

• Participates in assuring that all personally identifiable healthcare information of the patient will be maintained confidential.
• Assures that any oral or written disclosure of personally identifiable healthcare information should be minimum necessary to serve the purpose of performing quality care to the patient.
• Understands any disclosure outside payment, treatment, or healthcare operations requires written patient authorization in each instance.

Respect

• Understands and demonstrates sensitivity to the cultural diversity of patients, staff, and visitors.

Knowledge, Skills & Abilities Required

• Knowledge of communications equipment and repair procedures.
• Knowledge of voice over internet phone system operations.
• Knowledge of telephone and voicemail systems.
• Skills in operating telephone communication systems.
• Skills in gathering, analyzing, and evaluating data.
• Ability to read, understand, and follow oral and written instruction.
• Ability to handle stressful situations and react calmly.
• Ability to establish and maintain effective working relationships with staff.
• Ability to communicate clearly and effectively orally and in writing.
• Ability to excel in an environment of constant change, problems, and unexpected interruptions, where extreme pressure to deliver results is expected.
• Skills in establishing and maintaining effective working relationships with physicians and non-physician support staff.
• Working knowledge of Clinical IT applications.
• Consistently arrives at work, on time, and completes all tasks within established time frame.
• Seeks appropriate tasks when primary tasks are completed and assists co-workers as needed.
• Flexibility and ability to adjust to a constantly changing work environment.
• Adheres to clinic’s policies and procedures.

Education

• High School Diploma required; post high school education preferred.
• Scheduling experience and multiline phone system experience required.