Patient Communication Specialist - Team Lead

OneOncology•Huntsville, AL

2d•Onsite

About The Position

The Patient Communication Specialist supports Oncology Specialties by scheduling and confirming patient appointments and handling appointment cancellations and rescheduling. The Team Lead mentors the Phone Operations Department, participates in training new hires, and uses their experience and expertise to answer colleagues’ questions. This is not a supervisor position. The role is based in an office environment within a clinical facility and involves substantial interaction with the public. It requires sitting at a desk and answering phone calls for up to eight hours a day. Patience and a pleasant personality are important.

Requirements

High school diploma or equivalent.
Excellent telephone etiquette.
Organized and detail oriented.
Able to prioritize phone calls and multitask.
Able to complete new patient referrals in a timely manner.
Professional, polite, and friendly demeanor.
Team Lead must consistently exemplify CCI’s values, support its mission, maintain extraordinary work quality, and focus on the patient experience.
Must have been employed at CCI for a minimum of 3–5 years.

Nice To Haves

Experience in a medical office setting.

Responsibilities

Schedule and confirm patient appointments.
Contact patients who missed appointments and document according to the CCI No Show Process.
Contact patients who cancelled appointments through the appointment reminder system (Intrado).
Respond to patient portal messages and handle them appropriately using Carepsace.
Answer telephone calls and direct them to appropriate staff as needed.
Receive and route messages and documents.
Perform clerical and administrative functions as needed.
Operate office equipment and software, including voicemail messaging, word processing, and spreadsheets.
Transmit information or documents using a computer, mail, or fax.
Mentor the Phone Operations Department and participate in training new hires.
Provide colleagues with support by answering questions using relevant experience and expertise.
Perform other duties as assigned.