We want you to join our team! The Center for Cancer and Blood Disorders has more than 60 cancer specialists and 400 healthcare professionals representing many different areas of medical and administrative services across 22 locations throughout North Texas.

JOB DESCRIPTION

The medical secretary/front office position is responsible for performing a variety of administrative duties for the providers and staff of "The Center". This may include, but not limited to, technical support for on-line assistance, answering general questions about services "The Center" provides, forwarding messages to triage, routing calls to physician offices for scheduling assistance and escalating complaints to the appropriate supervisor for assistance. Responds positively to change and demonstrates the ability to be flexible in the work environment, including changes in job functions, patient volumes, and working hours. Takes on the initiative to learn new skills and is willing to participate and share expertise. Performs daily activities of assigned patient access areas, call center operations, front-desk check-in and co-pay collection activities. This position is for coverage at our Arlington and Mansfield clinics.

• Performs all required patient check-in duties; verifying demographic and financial information while maintaining HIPAA at all times
• Performs all required patient check-in duties; verifying demographic and financial information while maintaining HIPAA at all times
• Collects co-pays and deductibles as required and provides support services to patients and medical staff upon request
• Responds to and resolves routine inquiries, complaints and concerns through inbound phone calls and or other electronic requests.
• Ensures a positive and exemplary experience with all customers of "The Center" by focusing on customer satisfaction and resolution.
• Provide accurate, valid and complete information to customers of "The Center" by using the right methodologies and tools provided
• Ability to identify emergency situations and remaining calm; providing a professional demeanor at all times
• Quickly escalate priority issues to the appropriate clinical personnel or Patient Access Manager, providing pertinent information based on facts and not emotions.
• Ability to document all customer phone interactions accurately to ensure optimal services and outcomes.
• Requests patient medical records upon request; obtaining the proper authorizations
• Maintains files, generates daily payment reports and verifies cash drawer against report.
• Answers incoming patient phone calls, takes messages, and directs escalated calls to the site manager
• Other duties as assigned
• Demonstrates an in-depth understanding of standard workflows related to the front desk check-in process and phone operations systems

Customer Service:

• Ensure a high level of customer service in interactions with patients and their families, physicians, staff and vendors by phone and in person
• Demonstrates a genuine interest in helping our patients, providers, and other employees by using excellent communication (verbal/non-verbal) skills, being polite, friendly, patient, and calm under extreme pressure.
• Maintain composure when dealing with emergency situations and responding professionally.
• Effectively communicates with clinical areas and other departments to resolve issues that impact patient care and immediately escalating issues that cannot be resolved to the site manager.
• Acts as a team player. Quality Assurance
• Maintains a high level of productivity and accuracy for work performed based on departmental standards. Maintains a thorough knowledge of policies, procedures, and standard work ethic within the department to successfully perform duties on a day-to-day basis. Education, experience and skills required for consideration:
• High School Diploma or equivalent
• At least 1 year front office experience in a clinic or hospital setting preferred
• Medical terminology and electronic medical record experience is preferred.
• Ability to demonstrate competencies such as communication, customer service, initiative, professionalism, stewardship, and teamwork required.
• Previous experience in a fast-paced call center preferred
• Responds positively and remains flexible to a changing work environment
• Adjusts well to changes in job functions, patient volumes, and work hours based on clinic needs
• Maintains commitment to our extraordinary patient care standards and guidelines
• Bilingual preferred

Medical Specialty:

Hematology Oncology Work Location:

In person