Senior Patient Services Specialist

About the organization

SunState Medical Specialists (SMS) is proud to be a part of OneOncology in delivering 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 is committed to providing high-quality, accessible care. Our practice continues to expand services by offering advanced radiation therapies, in-house pharmacy and laboratory capabilities, care management, theranostics, cutting-edge diagnostic imaging, and clinical research. We are dedicated to recruiting top-tier physicians to help increase access to affordable, high-quality care throughout the state.

About the role

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 patients and clinical teams.

Responsibilities

• Ensure a high level of patient service is provided including anticipating needs, maintaining patient service expectations, and reacting to feedback
• Maintain a professional service which meets patient needs
• 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 a 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, restocking supplies, and organization
• Deal with people traffic, by directing vendors and visitors as they come and ensuring compliance to sign in protocols
• Maintain the integrity of patient records
• Schedule Physician appointments with regard to availability & 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 the 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
• Document management

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