Support Services Specialist II

OneOncology

13d

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 Support Service Specialist II is responsible for centralized functions within the Patient Access Center (PAC). These could include initiating and obtaining prescription prior authorizations, processing medical records requests, and responding to patient requests through the patient portal. Additionally, to help decrease inbound wait times, this position may require supporting inbound call volumes. This includes triaging all clinical calls and scheduling all non-surgical office appointments to ensure that all phone requests are resolved in a timely manner. This position is critical to ensuring patients' requests are handled promptly and efficiently.

Requirements

High school diploma/GED required.
Two to five (2-5) years professional experience required.
Clinical training with the ability to read charts and make decisions.
Strong Medical Terminology.
Ability to maintain confidentiality of all current and former patients/charts as required by office policy and governing laws.
Ability to coordinate work efforts to work with others in a manner that is productive and effective.
Current knowledge of acceptable and appropriate clinical practice, quality assurance, and patient management and care.
Demonstrated ability to work independently and as an effective team member.
Proven organizational skills and ability to prioritize effectively.
Excellent customer service skills.
Strong written and verbal communication skills.
Proficient computer software and database skills.
Ability to multi-task, effectively problem-solve and work in a fast-paced environment.
Attention to detail, willingness to learn, and bring forth ideas to enhance positive patient care.
Comfortable asking probing questions to patients.
Must demonstrate a caring, compassionate, and patient attitude.
Maintain & adhere to HIPAA compliance/ regulations.
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.
Regularly required to sit and stand for extended periods.
Involves standing, sitting, walking, bending, stooping, and twisting.
Requires full range of body motion, including manual and finger dexterity and eye-hand coordination.
Occasionally lifts and carries items weighing up to 20 lbs.

Responsibilities

Initiate and obtain prescription prior authorizations.
Process Medical Records Requests, including patient, physician, workers' compensation, disability, and legal requests.
Maintaining deceased filing records to ensure patient accounts are appropriately updated.
Respond to patient portal messages, including prescription refill requests and appointment requests, providing the patient with a response within 24 hours.
Answer and triage inbound calls.
Maintain proficient knowledge of site protocols and physician schedules/changes to ensure appropriate information is provided to patients.
Other duties as assigned, including portal entry for pre-registered patients, ordering supplies, equipment maintenance, patient/caregiver matching in EMR, etc.
Maintain production goals identified for each assigned duty.
Maintain accurate and complete patient records related to communication attempts.
Contributes to a positive patient experience by providing clear and courteous communication.