Patient Service Specialist

GENESISCARE USA SERVICES LLC (S21 / XYW) • Full-time • U02 | Urology II [ICCP], United States of America • 1w ago

At GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world.

Patient Services Specialist

Wellington, FL

Role Summary:

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 patient’s and clinical teams.

Reporting lines:

The Patient Services Specialist will report directly to the Center Lead, Senior Patient Services Specialist or Office/ Practice Administrator. The Patient Services Specialist will not have any direct reports. Reporting lines and direct reports may change from time to time in line with the requirements of the role.

Your key responsibilities:

As Patient Services Specialist, you will ensure a high level of patient service is provided including anticipating needs, maintaining patient service expectations, and reacting to feedback. You are expected to maintain a professional service which meets patient needs.

Customer Service

Monitoring and reacting to patient feedback
Monitoring the flow of patients and directing as appropriate
Answering and attending to all telephone calls in a timely manner
Responding to queries in accordance with the privacy policy
Having a breadth of service knowledge to respond to patient queries
Providing support to Physicians and other internal customers, as required
Assist with patient questions regarding billing and insurance payments
Maintenance and improvement of the patients’ waiting room
Maintaining the look and feel of both patient and employee-facing spaces, restocking supplies, and organization
Dealing with people traffic, by directing vendors and visitors as they come and ensuring compliance to sign in protocols

Maintaining the Integrity of Patient Records

Scheduling Physician appointments with regard to availability & appropriate timeframes
Undertaking all actions to support a Physicians clinic visit, including ensuring the completeness of patient records prior to and subsequent to the visit
Admitting and discharging patients, prior to and following, consultation, evaluation and follow-up appointments
Registering new patients in a timely manner and ensuring the accuracy of personal and billing details
Ensuring all documentation and correspondence required for the consultations appointment is registered
Creating referring doctor records as required
Following up on referrals
Document management

You are required to work co-operatively within a multidisciplinary team and assist other team members to achieve team objectives and work outcomes.

Adhere to the 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, etc.
General administrative and patient support duties, e.g. document management, report generation

Your key working relationships:

As the Patient Services Specialist, you need to develop strong relationships with the following internal parties:

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

Experience & Qualifications

High School Diploma or equivalent
Demonstrated ability in an administrative role within a busy, customer focussed 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

Our purpose

Our purpose is to create care experiences that get the best possible life outcomes. Joining the GenesisCare team means a commitment to seeing and doing things differently. Asking what if and why not? And being focused on getting the best possible outcomes for our patients.

We are a team of professionals who believe care should be focused on the individual, not the condition. That care should be available when and where people need it most and it should be designed to help give people the best life outcomes possible. We specialise in treating and innovating in cancer and heart disease, the two biggest diseases that impact people’s lives. We’re proud that we are designing better care for more people around the world every day.

Our values

Empathy for all

We do all we can to understand the needs, emotions and ambitions of patients and each other. Because only through understanding can we work well together inside GenesisCare, and make the necessary difference to the experience and life outcomes of the patients we treat.

Partnership, inside and out

We achieve more together than apart, so we share, listen, and work as one. Designing better care will only be possible if we work together, with each other inside GenesisCare and with people and our partners from outside, who want the same things we do and who want be part of our purpose.

Innovation every day

We all contribute insightful, innovative ideas, both big and small. Because great ideas can come from anyone, anywhere, and we know that insight and evidence is the best way to unlock them, to design better care.

Bravery to have a go

We dare to make ideas happen, to make the impossible a reality, because at GenesisCare that’s our DNA. We will only fulfil our purpose if we try and learn, and commit ourselves to making things happen; after all, nothing means more to us than getting you the best life outcomes possible.

Integrity always

We do the right thing for our patients, our partners and each other. We make evidence-based decisions and take every action and face every challenge in the best interests of our patients and each other. We build trust and lead by example by acting in a safe, honest and transparent way, and call out when things are not right.

Quality and Safety

GenesisCare strives to continuously improve the quality and safety of our workers and services provided to our patients and their careers in line with our vision and values.

Accountabilities:

Be aware and understand Safety and Quality accountabilities relevant to the role
Lead and be accountable for sustainable Safety and Quality programs (including external review processes) and communicate outcomes
Mitigate risks and hazards; proactively develop and implement risk reduction strategies and record outcomes
Monitor compliance with the policies and procedures of the Safety & Quality Management System
Be accountable for own actions and seek assistance when necessary
Demonstrate knowledge/competency in performance of skills relevant to the role, including completion of mandatory training.

About GenesisCare:

An integrated oncology and multispecialty network in Florida and North Carolina providing care for more than 120,000 patients annually, GenesisCare U.S. offers community-based cancer care and other services at convenient locations. The company’s purpose is to redefine the care experience by improving patient outcomes, access and care delivery. With advanced technology and innovative treatment options, skilled physicians and support staff offer comprehensive and coordinated care in radiation oncology, urology, medical oncology, hematology, diagnostics, ENT and surgical oncology. For more information, visit https://www.genesiscareus.com

GenesisCareis an Equal Opportunity Employer that is committed to diversity and inclusion.

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