Patient Services Specialist

About the Role

SunState Medical Specialists (SMS), part of OneOncology, delivers exceptional, community-based specialty care across Florida with a team of 105 physicians spanning urology, radiation oncology, medical oncology, breast surgery, general surgery, and head and neck surgery. SMS offers advanced radiation therapies, in-house pharmacy and laboratory capabilities, care management, theranostics, cutting-edge diagnostic imaging, and clinical research.

Responsibilities

• Monitor and react to patient feedback
• Monitor the flow of patients and direct as appropriate
• Answer and attend to all telephone calls in a timely manner
• Respond to queries in accordance with the privacy policy
• Maintain breadth of service knowledge to respond to patient queries
• Provide support to Physicians and other internal customers as required
• Assist with patient questions regarding billing and insurance payments
• Maintain and improve the patients' waiting room
• Maintain the look and feel of both patient and employee-facing spaces, restock supplies, and organize
• Direct vendors and visitors as they come and ensure compliance with sign-in protocols
• Maintain the integrity of patient records
• Schedule Physician appointments with regard to availability and appropriate timeframes
• Undertake all actions to support a Physician's clinic visit, including ensuring the completeness of patient records prior to and subsequent to the visit
• Admit and discharge patients prior to and following consultation, evaluation, and follow-up appointments
• Register new patients in a timely manner and ensure accuracy of personal and billing details
• Ensure all documentation and correspondence required for the consultation appointment is registered
• Create referring doctor records as required
• Follow up on referrals
• Manage documents
• Work co-operatively within a multidisciplinary team and assist other team members to achieve team objectives and work outcomes
• Adhere to 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
• Perform general administrative and patient support duties, e.g. document management, report generation

Key Working Relationships

• Patients
• Physicians (internal and external)
• Patient Services teams
• Financial Counsellors
• Radiation Therapists
• Center Lead
• Regional Lead
• Quality
• External vendors

Qualifications

• High School Diploma or equivalent
• Demonstrated ability in an administrative role within a busy, customer-focused environment (medical preferred)
• Ability to 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 working 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's values
• Flexible approach to work
• Travel as required to other centers