Patient Experience Specialist
Required skills
- customer service
- medical office
- call transfers
- emergent calls
- chart documentation
- patient scheduling
- no show appointments
- patient portal
- medical record indexing
- referral loops
Nice to have
- oncology experience
Role summary
Columbus Oncology and Hematology Associates is seeking a Patient Experience Specialist to serve as the primary point of contact for incoming calls. This role involves professional communication, efficient call handling, and routing to appropriate departments. Responsibilities include patient scheduling, monitoring appointments and patient portals, light medical record indexing, and supporting referral processes. The ideal candidate will have at least one year of experience in customer service and a medical office setting, with moderate computer proficiency in Microsoft Office, EMR, and Practice Management Systems. Oncology experience is preferred.
The Patient Experience Specialist is the first point of contact for all incoming calls to Columbus Oncology and Hematology Associates. The Patient Experience Specialist is expected to communicate professionally with both internal and external customers while accurately and efficiently handling their call transfers.
Essential Duties and Responsibilities:
- Answer telephones, screen and transfer calls to the appropriate recipient quickly and efficiently
- Critically think and identify emergent calls and route to the appropriate team member
- Communicate as needed with multiple departments to ensure appropriate workflows are being used and chart documentation in a timely manner
- Light patient (re)scheduling
- Monitor “no show” appointments and ensure appropriate communication occurs
- Monitor the Ontada Health patient portal
- Light medical record indexing of patient registration documents
- Support team with closing of the referral loops
- Research return mail correspondence
- Operating knowledge and daily maintenance of fax, printer, and copy machines
- Assist with special projects as assigned
Experience Qualifications:
- At least one year in customer service
- At least one year in a medical office
- Oncology experience preferred
Other Qualifications:
- Excellent verbal, written, and interpersonal skills
- Excellent customer service skills
- Moderate computer skills including:
- Microsoft Office Applications (Outlook, Word, Excel)
- EMR (Electronic Medical Records)
- Practice Management Systems
Columbus Oncology Associates is an Equal Opportunity Employer and proudly a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
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