Supportive Care Specialist

About Florida Cancer Specialists & Research Institute

Since 1984, Florida Cancer Specialists & Research Institute (FCS) has built a national reputation for excellence. With over 250 physicians, 220 nurse practitioners and physician assistants and nearly 100 locations in our network. Utilizing innovative clinical research, cutting-edge technologies, and advanced treatments, we are committed to providing world-class cancer care. We are recognized by the American Society of Clinical Oncology (ASCO) with a national Clinical Trials Participation Award, FCS offers patients access to more clinical trials than any private oncology practice in Florida. Our patients have access to ground-breaking therapies, in a community setting, and may participate in national clinical research studies of drugs and treatment protocols. In the past five years, the majority of new cancer drugs approved for use in the U.S. were studied in clinical trials with FCS participation prior to approval. Through our partnership with Sarah Cannon, we are one of the largest clinical research organizations in the United States. Often, FCS leads the nation in initiating research studies and offering ground-breaking new therapies to patients.

Summary

The Supportive Care Specialist will act as a link between patients and care providers to facilitate clinical and supportive care services. Performs required administrative tasks daily to include (but not limited to) scheduling and/or confirming upcoming visits. Responds to company emails and calls for Supportive/Palliative Care, Behavioral Health, Genetics and Nutritional Services. Demonstrates working knowledge of all facets of role, relevant regulations, and organizational and departmental policies and procedures. Performs other duties and projects as assigned. Performs all duties in accordance with regulatory requirements and organizational policies and procedures.

Primary Tasks And Responsibilities

• Navigates and utilizes EMR, MS Outlook, SharePoint and instant messaging tool
• Utilizes EMR to run reports, complete activities, and communicate results appropriately
• Schedules and reschedules appointments, places orders, and communicates per physician preference
• Utilizes approved documentation and internal/external communication standards
• Professionally answers all incoming phone calls in a timely manner, quickly assessing reason for call and transferring to the appropriate team
• Ensures accurate and timely documentation
• Follows defined workflow while escalating caller complaints to Supervisor/Manager
• Complies with CMS regulations and follows Care Management Standard Operating Procedures
• Communicates with office staff, Physicians, and patients as deemed necessary
• Assists with patient forms and non-clinical requests within scope of practice
• Additional tasks as needed to support team including mail activities
• Maintains Standard Operating Procedures of Compliance ensuring requirements are communicated and managed according to accreditation standards, HIPAA, local, state, and federal pharmacy regulations

Education/Certifications & Licenses

• High School diploma or equivalent
• Valid state Driver's License. Compliance with FCS Driver Safety Operations and Motor Vehicle Records Check Policy is required

Experience

• Three (3) years of experience in the healthcare field or clinic setting
• Oncology knowledge preferred
• Previous customer service experience required
• Data entry with experience in medical terminology preferred
• Proficiency in MS Office, Word, Excel, Power Point and Outlook required

Core Competencies, Knowledge/Skills/Abilities

• Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detailed oriented with the ability to exercise independent judgment
• Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness
• Ability to work effectively with sensitive and confidential material and sometimes emotionally charged matters
• Effective communication skills (oral, written, presentation), is an active listener and effectively provides balanced feedback
• Effectively manages own time, conflicting priorities, self, stress, and professional development
• Self-motivated and self-starter with ability work independently with limited supervision
• Ability to work remotely effectively as required
• Strong customer focus
• Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration, and partnerships, as well as a positive employee, physician, and community relations
• Must be able to work effectively in a fast-paced, multi-site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites

Values

• Patient First – Keeping the patient at the center of everything we do
• Accountability – Taking responsibility for our actions
• Commitment & Care – Upholding FCS vision through every action
• Team – Working together, one team, one mission