Answering Service Specialist | After Hours

OneOncology

2d • $20 - $22 • Remote

About The Position

OneOncology is positioning community oncologists to drive the future of cancer care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer. Our team is bringing together leaders to the market place to help drive OneOncology’s mission and vision. Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of community oncologists and the patients they serve. Job Description: The Answering Service Specialist | After-Hours is responsible for triaging all calls received once the office has closed. This role is critical to ensuring superior patient care as well as ensuring that doctors are contacted only when necessary. This role is critical in creating a positive impression for the practice and showing patients a “we care” attitude, which has a significant impact on patient loyalty and their relationship with the practice for both new and established patients. Primary Duties & Responsibilities: Respond to incoming phone calls after-hours for all sites promptly and in an exceptional quality manner. Respond to physician requests, assisting them during off-hours to ensure a superior patient experience. Triage calls, ensuring all appropriate questions are asked and documented, and recommend the appropriate course of action to reach the on-call physician, send them to the ER, or call the office the next business day. Uncover the true needs of the caller through branching questions. Clearly and concisely document every patient request and pertinent information via EMR so that practice can successfully respond to patient needs. Maintain production requirements by productively handling off-phone work as assigned, wrapping up after-hours calls to return to off-phone work. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Requirements

• Minimum High School Diploma or GED required.
• Minimum of five (5) years customer service experience.
• Minimum of one (1) year experience working in a healthcare or call center setting.
• Strong analytical and critical thinking skills.
• Advanced knowledge of Medical Terminology.
• Excellent customer service skills.
• Ability to work independently.
• Superior written and verbal communication skills.
• Proficient computer software and database skills.
• Strong attention to detail.
• Ability to quickly ascertain and implement new product/process information.
• Ability to multi-task and work in a fast-paced, high-volume environment.
• Ability to type a minimum of 40 words per minute.
• High-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools.
• Quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls.
• Proficiency in using remote collaboration tools, such as video conferencing software, instant messaging platforms, and customer relationship management systems.
• Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance.

Nice To Haves

• Knowledge of Urology preferred.

Responsibilities

• Respond to incoming phone calls after-hours for all sites promptly and in an exceptional quality manner.
• Respond to physician requests, assisting them during off-hours to ensure a superior patient experience.
• Triage calls, ensuring all appropriate questions are asked and documented, and recommend the appropriate course of action to reach the on-call physician, send them to the ER, or call the office the next business day.
• Uncover the true needs of the caller through branching questions.
• Clearly and concisely document every patient request and pertinent information via EMR so that practice can successfully respond to patient needs.
• Maintain production requirements by productively handling off-phone work as assigned, wrapping up after-hours calls to return to off-phone work.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED