PATIENT COMMUNICATIONS SPECIALIST Location Moffitt Business Center, 12653 Telecom Drive, Tampa, FL 3363 Department Patient Contact Comm Ctr Employment Status Full Time Hours per Pay Period 80 Shift Day Shift Hours Full-time days Education High School/GED Job Details Moffitt Cancer Center is internationally recognized for our focus on personalized cancer care and translational research. The mission of Moffitt is clear, focused, and fully stated in nine words, "To contribute to the prevention and cure of cancer." With a tradition of excellence that began with the first patient admission in 1986, dedicated Moffitt physicians, scientists, and staff members have remained committed to excellence in an atmosphere characterized by kindness, caring, and hope. 1 year of experience Position Highlights: · This position was created as part of a new, high-profile Patients First initiative to enhance the patient experience · Opportunities for some remote (work from home) will be available to team members who demonstrate the highest levels of performance after 6 months The Ideal Candidate · Has strong communications (voice quality, grammar, and articulation) skills, listening, computer, keyboarding, writing, interpersonal (people skills), multi-tasking, conflict management and telephone etiquette, and customer service skills · Upbeat, approachable and compassionate personality is critical as you work individually and face-to-face with each patient to ensure their message is entered correctly in the computer systems. · Previous high volume call center or other telephone-based customer service experience highly desired. Bilingual (Spanish) preferred. Responsibilities: · Answer and process calls/emails/etc. for hospital physicians and departments. Receive and transcribe messages according to defined protocols including paging the clinical team when indicated. Follows up on messages to ensure that they were received and handled by the appropriate team, escalating to management when appropriate. · Answers and transfers incoming calls to their proper destinations when appropriate. Makes initial attempt to resolve inquiries without transfer by asking appropriate questions and providing callers with accurate information utilizing resources to resolve inquiries within the scope of the department (e.g., provides directions, confirms appointment dates/times, transcribes requests for medical records). · Reads, understands and follows protocols accurately and efficiently. Develops a thorough understanding of the organization, programs, services and physicians and can exercise appropriate judgment to intelligently handle situations outside of standard protocols. · Performs clerical and administrative duties between calls including monitoring of electronic fax stations and accurately flagging faxes for their intended recipients. Required Credentials and Qualifications: · High school diploma / GED required. · Minimum of one (1) One year telephone-based customer service or physician answering service experience. · Experience in utilizing the Windows office suite with Microsoft Word Outlook basic proficiency. · Typing speed of 50 WPM+ with 90% accuracy Equal Employment Opportunity Moffitt Cancer Center is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran or disabled status. We seek candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence. *