Clinical Support Rep-Cancer

Job Summary: The Clinical Support Representative Cancer welcomes patients into the Medical and Surgical Oncology Clinics and registers patients as they arrive. Greets each patient and visitor with eye contact, a smile and a friendly demeanor. Verifies patient demographic, obtains insurance and guarantor information, ensures necessary paperwork is signed and up to date, arrives patients in computer system for their appointments and releases lab work orders as necessary. Maintains patient and employee confidentiality in accordance with regulatory standards and hospital policy. Provides information and directs patients to appropriate clinic lobby as they wait for service, e.g., blood draws, physician or nurse practitioner appointment, service from dietitian or social work, treatment in the infusion center. Makes rounds through the lobbies frequently throughout the day to ensure a safe and clean environment is maintained, e.g., walkways are clutter free, restrooms are clean. Notifies Environmental Services (ES) when there is a need for service. Observes visitor traffic flow and remains alert to unusual or suspicious behavior and inappropriate or threating conversations. Reports observations immediately to the person in charge. Recognizes potentially dangerous social situations with visitors, patients and families and calls security when needed to assist with crowd control or to de-escalate tense situations. Contributes to a work environment of caring and cooperation among a culturally diverse workforce and patient and visitor population. Utilizes effective interpersonal skills to maximize excellence in customer service. Follows service excellence best practices to achieve exceptional customer satisfaction and patient experience. Demonstrates effective service recovery methodologies and resolves issues expressed from dissatisfied customers in a timely manner. Seeks assistance from leadership when needed. Performs other duties as needed.

Education and Experience: High School Diploma or GED required. Associate degree preferred. Minimum one-year experience in customer service or related field required, preferably in a healthcare setting.

Knowledge and Skills: Able to read, write legibly and speak in English (and Spanish preferred) with professional quality; use computer, printer and software programs necessary to the position, e.g., Microsoft Office, Outlook, electronic event reporting program, established organization electronic medical record. Operate and troubleshoot basic office equipment required for the position. Able to relate and communicate positively, effectively, and professionally with others; work calmly and respond courteously when under pressure; collaborate and accept direction. Able to manage multiple assignments effectively; organize and prioritize workload; problem solve; recall information with accuracy; pay close attention to detail; work independently with minimal supervision. Able; hear sufficiently for general conversation in person and on the telephone and identify and distinguish various sounds associated with the workplace. See adequately to read computer screens, medical records and written documents necessary to position.

Licensures and Certifications: None.