Contact Center Representative

Why Join FCS

At Florida Cancer Specialists & Research Institute, we believe our people are our strength and we invest in them. In addition to having a positive impact on the people and communities we serve, associates benefit from significant professional opportunities, career advancement, training and competitive wages. Offering competitive salaries and comprehensive benefits packages to include tuition reimbursement, 401-K match, pet and legal insurance.

A Little Bit About FCS

Since 1984, Florida Cancer Specialists & Research Institute & 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. Come join us today!

Job Title

Patient Contact Center Representative

Job Description

The Patient Contact Center fulfills FCS's mission by providing world class consumer care by following its values and service standards. The Patient Contact Center department will support the practices with scheduling all various appointments, from clinic services, internal and external radiology services etc.

Schedule patients via incoming and outbound calls with a focus on customer service under a contact center manager team as assigned. Provides operational support in delivery of patient care in a call setting environment. Responsible for meeting and exceeding standard consumer care metrics such as answering phones in a timely and professional manner, scheduling appointments efficiently and accurately, obtain and input insurance information, maintaining compliance standards and provide a quality consumer experience by meeting consumers' needs.

Primary Tasks and Responsibilities

• Builds relationships with patients, consumers and co-workers in a virtual setting, typically via the telephone or Microsoft Teams.
• Handles inbound and outbound calls for multiple clinics from various entities to assist and or route to the appropriate assigned practices/team breakdown.
• Communicates in a cordial, professional manner with patients via phone.
• Meets daily, weekly and monthly qualitative and quantitative performance metrics.
• Cross trained in Contact Center Supervisor/Manager Team area(s).
• Schedules patients for medical office/testing/radiology visit appointments.
• Transfers callers to appropriate department / location when necessary.
• New patient registration (inputting demographic information, insurance information, etc.). Complete new patient process and schedule accordingly.
• Works with online scheduling system and EHR.
• Follows federal, state laws and company guidelines to be compliant with patient records.
• Verifies patient data and insurance to ensure it is updated for accurate billings.
• Handles patient concerns or refers to administration appropriately.
• Fills patient cancellation slots efficiently in keeping schedules booked for the practitioners.
• Maintains company equipment according to company guidelines and reports equipment concerns to immediate leader.
• Respond timely to incoming calls and route calls or take message as appropriate.
• Maintain individual and departmental metrics and KPI's.
• Schedule appointments for multiple clinics and physicians as directed by clinic and provider guidelines.
• If outside testing requires preparation, give the patient the preparation and explain process to patient/family member.
• Collect patient payments based on standard operating procedure.
• Document/update EMR with required information based on standard operating procedure. Attend meetings and training sessions and report any changes or concerns to the supervisor.
• Must establish and maintain effective work relationships with new and existing customers through a high degree of professionalism and excellent interpersonal/communication skills.
• Comply with all Federal, State laws and regulations pertaining to patient care, patients' rights, safety, billing, human resources and collections. Adhere to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan.

Education/Certifications & Licenses

• High School Graduate or Equivalent
• Previous customer service experience.

Experience

• 1+ years' experience in the Health Care preferred.
• Call center experience preferred.
• Proven ability to train and audit others.

Core Competencies, Knowledge/Skills/Abilities

Individuals must possess these knowledge, skills and abilities and be able to explain and to demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Proficient with computer programs: Email, PowerPoint, Excel, Word.
• Demonstrates interpersonal skills by effectively communicating with all levels of management, staff and outside vendors and patients.
• Strong emphasis on organizational skills and strong attention to detail and ability and willingness to multi task.
• Ability to deal with data that is of a sensitive and confidential nature.
• Ability to work independently and in a team environment.
• Displays professional interactions with all levels of internal and external patients'/customers as demonstrated by work history and interview process.
• Excellent verbal and written communication skills.

Knowledge and Skills Preferred

• Knowledge of EHR.
• Any combination of education, training or experience that provides the knowledge, skills and abilities required to successfully accomplish the assigned duties and responsibilities of the position.

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.

Expectations for All Employees

Every FCS employee is expected to regularly conduct themselves in a professional and respectful manner, to comply with all labor laws, workplace policy and workplace practices. Employees are expected to bring issues of any forms of workplace harassment, discrimination or other potential improprieties to the attention of their management or the human resources department.

Screenings Background, Drug, and Nicotine Screens

Safeguarding our patients and each other is an important part of how we deliver the best care possible to the communities we serve. All offers of employment at Florida Cancer Specialists & Research Institute are contingent upon clear results of a thorough background screening. Additionally, as a condition of employment, FCS requires all new hires to receive various vaccinations, including the influenza vaccine, barring an approved exemption. In addition, FCS is a drug-free workplace, and all new hires will be subject to drug/ nicotine testing. Medical Marijuana cards are not recognized.

EEOC

Florida Cancer Specialists & Research Institute (FCS) is committed to helping individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at FCS, please email FCS Recruitment (View email address on click.appcast.io) for further assistance. Please note this email address is intended to request an accommodation as part of the application process. Any other correspondence will not receive a response.

FCS is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.